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CUL-DigitalServices / avocet-ui

Open Academic Environment (OAE) Front-End
http://www.oaeproject.org
Educational Community License v2.0
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Set-up time tracking in ZenDesk #380

Closed micheleidesmith closed 9 years ago

micheleidesmith commented 9 years ago

Investigate and set up time tracking in ZenDesk to enable us to track average time on task so that we can more accurately model the impact on the service and number of agents required to process the increase in manuscripts submitted over time.

micheleidesmith commented 9 years ago

So far we've made a decision to go with the Harvest app in ZenDesk because it allows flexibility to track time on different tasks, rather than just time on ticket.

I'm tracking some of our questions and investigation work here: https://docs.google.com/document/d/1WpG1T6nUNbQkg0bn9jEfZ3maVbMnBWSNsAlRJ_C7avg/edit?usp=sharing

micheleidesmith commented 9 years ago

We met with Philip, Lauren and Lesley to agree how to proceed. I need to finalise the project categories we use, then this will be done.

bertpareyn commented 9 years ago

@micheleidesmith Is there anything else that needs to happen here?