I'm looking for a support ticketing system that can produce statistics of the staff. I would need to be able to view how fast one particular person answered tickets, and how much, etc. I need this info to be able to know how much we have to pay him/her. The quicker the staff member replies to a support ticket, the more he earns per ticket. Is there any program that can do this, and has similar functions?

Thanks!

I know Kayako can't do this... at least not in the current version.

Neither can EdgePanel, it can only do the Average Response Time for all of that staff members tickets total.

Maybe somebody else can help you... but I posted the two above so you don't waste your time checking into those :)

In clientexec.com's support system it logs the time a ticket was submitted, who and when the support person accepted the ticket, and then can log when the ticket was complete.

Some open source projects can, why spend money for systems that dont have a good range of features, when you can just download opensourced systems ;)

I don't mind whether or not it's free, I just need these features. I'm aware of that kayako can't do that, I first was looking into that but the coders of that program don't seem to be as flexible anymore as they used to be.

I wouldn't be interested in ClientExec, I don't really like that program and I'm using modernbill already..

Doesnt modernbill have its own support system?

Why not talk with their developers or on their forum system about creating a small module for this feature?

That would be a good move.

I know Cerberus has actually this very report as I have used it before. Allows you to see response time stats on any date range you specify and for each rep individually or as a whole.

Although I don't recommend doing quicker == more money..you might try http://phpsupport.jynx.net, even if it doesn't have the features you want now, talk to the coder on the boards, or via irc or whatever...my bets are he'd be willing to add them, he's adding new features quite often...yet, trying to keep it clear of bloat.

If I am correct doesnt MB already support this feature. Im not totally postive but you might want to look at the reports API in MB. I was browsing them earlier and I thought I seen this feature.

I think Dapper Desk (http://www.dapperdesk.com) does what you need.

phplive, yes it does. The latest ver I use is the BEST !

Jeremy: thank you I will try that out, it looks great, just need to see if it's what I'm after. Thanks!
nickn: I may also look into that, thank you!
Luke: it doesn't, I already tried. Also, I'm only using MB because I like the system itself. I absolutely hate their support though, they are not anywhere near helpful at all.
Wscreate: that looks great, looking in to that too! Thanks!
WTH|fan: please read my actual question before replying, phplive cannot do that, nor anything likely.