We're starting to use Help Desks more internally, and noticed that a few minor enhancements would be helpful for us.
1. The ability to change the "Hours Spent" to "Minutes Spent" would help us keep track of most minor requests. If we were able to choose for each help desk if we wanted to default that field to minutes or hours, we'd be able to obtain better analytics in our reports.
2. And speaking of reports, the addition of a "Ticket Closed" category to keep track of the date/time tickets were closed would be helpful also. That way if we ever need to look for volume or workload changes, or plan for additional staffing at certain dates or times, we'd be able to see typical ticket closed information.
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