RSTickets Business Intelligence

RSTickets Analytics is a business intelligence (BI) extension for RSTickets, the excellent help desk component for Joomla. RSTickets Analytics extracts the raw tickets data, analyzes it using the powerful pivot table from Panorama software, and displays it in such a way that enables you to get new insight about your customers' support performance.

Installing RSTickets as your help desk component was a very good decision. Now that customers submit tickets and support staff assigned to handle those tickets, you must know how your support organization is functioning, how well do you meet your SLA, Tickets open trends, and so on.

RSTickets Dynamic Reporting

RSTickets Analytics uses Panorama's state of the art pivot table for analyzing the data and creating live, dynamic reports. This is the same technology that Google is using for their spreadsheet's pivot table.

Using RSTickets Analytics enables you to:

1.Analyze the raw data, make comparisons, detect patterns and discover trends.

2.Expose cause-and-effect relationships between new tickets opening and changes in your business, to help you optimize your support department's performance.

3. Gain a better understanding of how your customers using RSTickets.

 

Almost instantly you will find answers to questions such as:

• How many tickets were opened in month/quarter/year per department?
• How many tickets were opened in month/quarter/year per support staff?
• What are the tickets statuses per department/support staff?
• What is the support's average response time per department/support staff?
• What is the support's average response time in month/quarter/year?
• Which are the unassigned tickets?
• How priority of tickets is changing over time?

 

RSTickets Analytics is standard Joomla 1.5 component (require PHP 5.2 or higher), and uses Joomla's installation infrastructure. In less than 10 minutes, you can start getting really instructive insights about your customers and your support system.

 

Important notice: After downloading and installing RSTickes Analytics, there are configuration steps that need to be followed in order to maximize the benefit you are getting from the system. Please read the user manual document for more information.