Finding out how many tickets have status Open for autorespon

[keihell]

Hi Everyone!

It's me again with some enhancements questions.

There are some customers that always want their tickets to be solved immediately, so we think it's a good idea that customers know how many tickets we need to solve first before we solve their own tickets.

So, is it possible anyway, that Auto-response when customer creates a ticket, to show him how many tickets have "new", "open", "pending reminder" and "pending autoclose" status?

I think i should modify some source code files like Article.pm or Autoresponse.pm..... but everytime I try to do that, the application shows a "500" Error.

Hope you can help me.

Thanks in advance!

[crythias]

IMO, this is a bad idea. There won't be any good number that will appease your customer for this purpose. If the number is low, but the tickets will take a day to resolve, this would provide false hope and false expectations to the customer that the ticket will be resolved "immediately", and if the number is significantly large (for any value greater than, say, 10), the customer will get an impression that your organization is not interested in completing tickets, and they may be discouraged and move elsewhere.

Better answer is to establish practical and clear Priority (when to start) and/or SLA (when to finish) guidelines.