Plugin Admin: Update Plugin Stats Report to use HelpScout

[Ipstenu]

Currently Stats_Report (plugins/plugin-directory/tools/class-stats-report.php) checks SupportPress

We've moved so we'll need to update those checks to use (I think) the API for HelpScout

​https://developer.helpscout.com/mailbox-api/endpoints/conversations/list/

[tellyworth]

​https://developer.helpscout.com/mailbox-api/endpoints/reports/company/reports-company-overall/ looks like it might be the right API to use.

[dd32]

@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

Edit: The following queries were made for the past-7-day reporting period

​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)

[Ipstenu]

@dd32 Yes, because I have to manually copy/pasta from multiple pages :) Easier == Better. Also it means a future rep may not have to have admin access to HelpScout.

You can see from ​https://make.wordpress.org/updates/2022/03/28/plugin-review-team-28-march-2022/ that I use a different set which is a raw copy down. I think this is what I would used. "Resolved" isn't worth much since it's not like we really have a final state.

• Total Conversations: 398
• New Conversations: 231
• Customers: 339
• Conversations per Day: 49
• Busiest Day: Tuesday
• Messages Received: 507
• Replies Sent: 579
• Emails Created: 149

[dd32]

Replying to Ipstenu:

dd32 Yes, because I have to manually copy/pasta from multiple pages :)

Thanks! Silly me for not looking at your latest updates posts...

I'll get that page updated with the HelpScout details.

"Resolved" isn't worth much since it's not like we really have a final state.

I was about to ask where you're getting that from.. I'll add it if I can figure it out on the API :)

[dd32]

In 11726:

Plugin Directory: Admin: Stats: Retrieve email stats from Help Scout.

See #4306.

[dd32]

@Ipstenu I ended up going with exactly what you posted here, I found the resolved numbers eventually, but it didn't seem to be relevant like you say.

Let me know if this works, and if there's any other changes you'd like made here.

Emails Created: 149

Can you double check this specifically for the last report time period? I've got Emails Created: 177 which I can't tell if it's a bug or the actual number..

Also; It's only just now that I've noticed that Reports menu within HelpScout where you've been getting this data, up until now I've scoured the HelpScout UI looking for it, and never spotted that...

[Ipstenu]

Emails created is off by like 1, which is understandable for a cached API.

This though...

Replies Sent: 0

[dd32]

Replying to Ipstenu:

This though...

Replies Sent: 0

Seems the API request timed out, There's 3 different API calls needed for that set of numbers (One of them only needed for replies-sent), I probably should've included some better error handling...

All the API's are returning within 100ms for me, but, I also duplicated this, with the first load of the stats returning 0 for replies sent - so I guess that API endpoint is rather slow on HelpScouts end until their caching kicks in.

I'll bump the timeout, and throw a visual warning if an API fails to return.

[dd32]

In 11728:

Plugin Directory: Stats Report: Fix the first request to the HelpScout API endpoints.

• The first non-cached request to the HelpScout API failed to use the proper Authorization header format, due to a missing BEARER prefix.
• Increased the API timeout for HelpScout to 15s, although it probably doesn't need it.
• Make it more obvious that something is wrong with the HelpScout details, by returning 0's for all numbers, rather than just one or two of them.

See #4306.

[dd32]

Replying to dd32:

Seems the API request timed out

No, I'm just silly. Hit it again, turned out I had failed to craft the Authorization header correctly when it had to fetch a new Access token.. 🤦‍♂️

I think this is now fixed.

[dd32]

In 11742:

Plugin Directory: Stats Report: Fix the stats page options, incorrect parameter name added in [11728].

See #4306.