You can track time spent on tickets by manually entering this by hand, or you can use the auto timer feature.
To use the auto timer, simply click the red timer to start. When clicked, the timer will turn green. Clicking again will pause the timer. When you are ready, just save the action and the elapsed time will update automatically.
One you save the ticket/action, the total time tally can be seen on the right side of the ticket. You can use this tally for informative reports such as: How much Support have you given to a particular Customer this month? How much time is being spent on tickets associated to a particular Product? How much time has a specific user spent working ticket this month?
Forcing Time Spent
If you want each action added to also include time spent, you can force this by going to Admin -> My Company and setting “Require time spent on timed actions” to True. Any time someone adds an action to a ticket and forgets to add their time spent, they will be prompted to do so – and will not be allowed to save the action until time is entered.
Click here for some additional ideas for tracking time with your customers.
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