We are happy to announce WPHelpDesk 1.2.7 with some basic ticket analytics functionality. The new update should be visible in your wp-admin dashboard within 24 hours. If it isn’t, go to wp-admin / Dashboard / Updates and click “Check Again” to see it.
This is an update we were planning for some time now. The new Analytics panel will help you answer following questions:
- Ticket trends. Is the number of support requests is growing or is it gowing, how many tickets and thread are created each day.
- How fast do your agents reply to tickets and how much time does it take them to close a ticket.
- Tickets distribution by agent, status and submission source.
This is the first revision of analytics functionality, and in next releases, we are planning to extend it with even more data wich should be useful to administrator managing the support system.
With this release, we are also introducing two new Business add-ons. WooCommerce and Easy Digital Downloads integrations. Both of this add-ons have pretty similar functionality, when replying to the ticket they will show to agent orders submitted by the user and will allow to quickly ask a question about the order they made.
Having this information at hand will allow agents to find important information much faster.