Hi
All,
I have OTRS running
nicely for dealing with our technical support requests. However I've been asked
to find out about analysing the data.
We want to be able
to categorise the tickets, and then do some stats based on those categories.
Something like:
By failure -
Hardware
failure
Software
failure
User
error
By product -
Product
1
Product
2
Product 3
Product
4
Product 5
We want to be able to do
this so that we can focus on what causes the most support
requests.
Does something like this
exist in OTRS? Perhaps with an addon, or by using OTRS commercial services? Or
do we need to use a different ticketing package to achieve
this?
Thanks in
advance