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There are two reports built using metrics from Kayako in Google Data Studio:
- EDSC User Support: https://datastudio.google.com/reporting/1XROYD4tX0aBsg_aCSbbKSzoEtdeB8w5q
- This report shows the number of tickets and the time for the first response to each ticket.
- EDSC User Support 2: https://datastudio.google.com/reporting/7389cbc6-8d49-4140-94ee-8451ce07a18f
- This report shows the types of tickets, separated out into various buckets:
- Bug - Results in a Jira bug ticket.
- CWIC - Related to CWIC/OpenSearch.
- Feedback - General feedback from public user community.
- Guidance - Questions related to how do I search/download/use this tool/etc.
- Improvement - Results in a Jira improvement ticket.
- Internal - Feedback/bugs/improvements from our internal user community (ESDIS, DAAC's, etc.).
- Junk - Tickets we can't respond to from China or spam.
- Resolved - Issue that has resolved or could not be replicated.
- Worldview - Related to Worldview.
These reports do not automatically get their data from Kayako, it has to be uploaded in CSV format. There are two data sources setup: