metrics-helpscout

A Helpscout plugin for segmentio/metrics.

Use this plugin to visualize your active ticket count, and who is behind on their tickets.

Installation

$ npm install metrics-helpscout 

Example

var Metrics = require('metrics');
var helpscout = require('metrics-helpscout');

new Metrics()
  .every('30m', helpscout('apiKey', ['mailbox-id']));

Metrics

The metrics exposed by this plugin are:

Total active:

• helpscout active tickets - the total number of active tickets in teh mailboxes

Weekly:

• helpscout tickets modified avg - the trailing average of tickets modified in the last 7 days
• helpscout tickets modified last week - tickets modified in the last 7 days
• helpscout tickets modified 2 weeks ago - tickets modified 2 weeks ago
• helpscout tickets created avg - trailing average of tickets created in the last 7 days
• helpscout tickets created last week - tickets created in the last 7 days
• helpscout tickets created 2 weeks ago - tickets created two weeks ago

By Owner:

• helpscout active tickets by owner - active tickets by owner

{
    "steve": 14,
    "mark": 3
}

Oldest Ticket:

• helpscout oldest ticket time - the javacript date of the oldest ticket
• helpscout oldest ticket owner - the owner of the oldest ticket
• helpscout oldest ticket timeago - the timeago string of the oldest ticket
• helpscout oldest ticket shaming - Example: "Bob: 2 days of no response"

Winners:

• helpscout first place owner - the person who closed the most tickets today
• helpscout first place closed - the winning number of tickets
• helpscout second place owner - the second place person
• helpscout second place closed - the second winning number of tickets
• helpscout tickets closed today by owner - tickets closed today by owner

{
    "devin": 23,
    "randy": 15
}

Quickstart

Here's a full example of a Geckoboard dashboard showing support metrics:

var Metrics = require('metrics');
var helpscout = require('metrics-helpscout');
var geckoboard = require('geckoboard')('api-key');

Metrics()
  .every('10m', helpscout('apiKey', 'mailbox-id'))
  .use(function (metrics) {
    metrics.on('helpscout tickets modified avg', geckoboard('widget-id').number);
});

License

MIT