[wp-meta] [Making WordPress.org] #4306: Plugin Admin: Update Plugin Stats Report to use HelpScout

[Making WordPress.org]

#4306: Plugin Admin: Update Plugin Stats Report to use HelpScout
------------------------------+-----------------------
 Reporter:  Ipstenu           |       Owner:  dd32
     Type:  defect (bug)      |      Status:  accepted
 Priority:  normal            |   Milestone:
Component:  Plugin Directory  |  Resolution:
 Keywords:  needs-patch       |
------------------------------+-----------------------
Changes (by dd32):

 * owner:  tellyworth => dd32


Comment:

 @Ipstenu Two questions:

 1. Is this still actually wanted?
 2. What are the stats wanted?

 Currently:
 {{{
 ** Email Queue Stats **

 Total open tickets* : 2633
 → (with no activity in last 7 days)** : 2633
 Within defined 7 day time window:
    Total : 0
    Closed : 0
    Open : 0
 }}}

 The no activity in last-7-days isn't relevant anymore, due to the way
 HelpScout is being used I think?

 Looking at the HelpScout API, here's the relevant parts

 https://developer.helpscout.com/mailbox-api/endpoints/reports/company
 /reports-company-overall/
 {{{
 "current": {
   "customersHelped": 330,
   "closed": 385,
   "totalReplies": 620,
   "totalUsers": 3,
   "totalDays": 7,
   "repliesPerDay": 89,
   "resolvedPerDay": 38,
   "newConversationsPerDay": 35
 },
 }}}
 or
 https://developer.helpscout.com/mailbox-
 api/endpoints/reports/conversations/reports-conversations-overall/
 {{{
 current": {
   "totalConversations": 414,
   "conversationsCreated": 249,
   "newConversations": 249,
   "customers": 345,
   "messagesReceived": 568,
 },
 }}}

 (Quick note on the above: 330 vs 345, there's been 15 new "unseen" emails
 from people who did not make contact in the past week, that's why the
 count differs)

 It also seems to keep a tally of the number of times a saved reply is
 used, eg:
 {{{
 {
 "name": "Review: Intro to new review",
 "count": XXX,
 "percent": X.y
 }
 }}}
 or how often a Workflow or tag is used
 {{{
 {
 "name": "auto-bounce",
 "count": X,
 "percent": X.y
 }}}}

 I can also query for the current list of emails in the inbox, for example,
 there's currently 29 assigned email & 1 new unassigned email.

 I've rounded/changed a bunch of numbers above for ease of posting, also
 removed some stupid stat fields that are invalid (ie.
 `repliesPerDayPerUser: (totalReplies / totalActiveUsers)` is not relevant
 if 2 of those users only made 2% of total emails)

-- 
Ticket URL: <https://meta.trac.wordpress.org/ticket/4306#comment:6>
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