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Ticket weight



We intend to give weight (degree of difficulty) to each support ticket, starting from 1 the easy to 5 for hard ticket, so that I can count the weight of answered tickets at the end of the month for each employee.
The calculation in the end should be an integer like this:

n = number of tickets
w = weight (1, 2, 3 , 4,5)
(n1 * w1) + (n2 * w2) + (n3 * w3) ...

2 Comments

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Hi there,
Thanks for your suggestion.

A field like this could be created as an Admin Only support custom field: https://docs.whmcs.com/Custom_Fields#Support_Custom_Fields
The dropdown type would let you provide options for staff to select from.
It's a good idea , if you add another options in Admin ticket page called Weight so that the staff can choose the weight of each ticket.