László Kozma

helpdesk software - small feature [more ideas]

There are several web applications, and ready-made components for help-desk or customer support, either by text-chat within the browser, or an interface for entering tickets or some form of voice chat. There are clients implemented in flash, javascript, etc., but in all cases on the server there is a queue in which tickets are placed before they are handled, and there is a delay from the moment the ticket was issued, the mail sent, the call initiated, until it can be handled by an operator.

The delay time obviously depends on many factors, but it would be trivial to automatically calculate and update the average time needed to handle the last ticket or last 10/100/etc. tickets. Instead of "this could take a few minutes" it would be informative to tell the user "the last 10 tickets took an average of 7 minutes and 12 seconds to handle"