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Color Coding and response time

Hi all, 

I'm brand new, so please forgive me if this has been covered before. I did search before posting. 

Is there a way to color code tickets based on age so that agents can see what is overdue at a glance? 

Also, my team is not as concerned about SLAs as they are response time. Is there a way to track this? We guarantee a ticket will be responded to within a certain amount of time. 

Comments

  • Q: Is there a way to color code tickets based on age so that agents can see what is overdue at a glance? 
    A: You would have to alter the core source files to achieve this.

    Q: Also, my team is not as concerned about SLAs as they are response time. Is there a way to track this? We guarantee a ticket will be responded to within a certain amount of time. 
    A: You are describing SLAs.  Anything that goes over the SLA timer exceeds your amount of time.  I'm not aware of any way to really track an individual tickets otherwise.
  • The SLA actually tracks the time to resolution of the ticket. I'm looking for a way to track time to response from the agent.
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