Statistics & Analyzing

[lucasdegen]

In our company on the support department, we've been working with OsTickets for over eight months now. We're using it so customers can ask for a question or to log and error.

What we would like to know is two things:

A: What is the most common question
B: Which customer is asking most questions

This way we can
A: Analyze our system it's usability. Do bug fixing, develop new features.
B: Send the customer a manual or give more/better training.

In the current version of OsTickets there's:
- Number of tickets
- Avarage rating (what is that about)
- Avarage ticket duraction

[catherine]

This is something I would like to know, as well. Sounds like we are on the same page lucasdegen....I am wanting to do trending on my company's support tickets. Trending will enable us to determine what part of our site users have the most problems with and once that is identified we can then improve that section to reduce the support requests.

[molul]

Where are the statistics? I've moved around all the Admin and Staff panel and couldn't find anything.

Also, where's the rating/customer satisfaction evaluation or whatever you call it?

I hope you can help me. Thanks a lot in advance! :)