Requests | Blesta

Requests

Option to add time spend on each ticket like billing time in kayako

Suhesh shared this idea 2 years ago
Under Consideration

Hi

We are planning to move from kayako to blesta for support tickets. Main thing we are reluctant to change is we need billing time added for each replies in tickets and can see total time spend for a ticket and also an option to generate time spend for each client like report generation as per we schedule.. Like monthly or weekly and if possible if we can get an alert based on package like if a certain package is set his support hours can be set to a hours

Comments (9)

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Could you provide some details on how you'd like this implemented? Feel free to include screenshots of Kayako and what you like about their integration.

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Hi Paul,

Main extra feature request other than those in screenshots is

1. If possible, there is a section in each pakage to set time limit for each pakage say I have a per server management plan with 2.5 hours and I can give that time limit for each plan or pakage while pakage creation and then these time addtions must be tracked on daily or hourly basis cron and should be shown when customer and staff logs in and checks the client page and we should be able to Hide the stats for those users which are having unlimited plans as well or for those which we do not want to shw the status.

This will be a really good feature which is the main reason we went to Kayako when we started our business.

But now a days it is very difficult for us to manage all clients as we have to double check in portal if the client is active or not etc all the time which is casuing us issues and delays

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I have emailed you with the screenshots to sales@blesta.com as well..

Do you think this is easily done or integrated ? or atleast get the features which I mentioned in the above screenshots so that we can atleast start planning to migrate the kayako to blesta ?

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Overall there's quite a bit here:

  • Tracking of time by staff member
  • Edit/add time by staff member
  • Ticket billing reports
  • Consider "included time", for example a plan may allow 3hrs of support included. Be able to bill for overages.

I was thinking a simple implementation would be to simply log time for a ticket, and have an "invoice" option that carries over that time into a new invoice. Tracking by each staff member, reports, and especially considering "included" time adds quite a bit to the feature. The most difficult being able to consider "included time".

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Will it be posible to implement the first 3 ones as we can get a report atleast

  • Tracking of time by staff member
  • Edit/add time by staff member
  • Ticket billing reports

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  • Main need is to add time per ticket and get a report per client per month like that ..

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Any hope on this and any possiblity to make any of these options soon ?

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Hi

Is this still under consideration ? This will give support companies to track the time used by each client whic will be a good for us.

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welcome back Suhesh. time tracking is a good features for support, server management/administration, designers. even if i don't use personally but i vote for it.

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We use trackingtime.co for all of our Support tracking. It is a pretty good app and we're able to export pretty detailed reports from it. What would be a nice feature if there was integration with such apps such as Tracking Time or Harvest (like they are with Slack), that would be pretty nifty. Being able to Create/Start & Stop/Archive right from the Ticket interface... idk, just throwing thoughts out there as this may take a little less work instead of building out an entire time tracking infrastructure into the Support Plugin.

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