Daily updates from Odoo
Friday, July 29, 2022
1 change
Enhancements to existing features
Helpdesk ticket analysis now includes metrics for how long customers wait for the first support reply and the average time between customer messages and support responses. This gives managers clearer visibility into service responsiveness and helps identify where support processes can improve.
Original PR description
The following measures have been added to ticket analysis. Hours to first response: nb working hours between the date on which the ticket was received and the date on which the first message was sent by the support (exclude emails sent automatically through the stages). Hours to respond: avg nb of working hours between a message from the customer and a message from the support (only applicable for messages sent when the ticket was in a non folded stage). task-2847937