Recording Time Spent on Support Tickets

[Web Ideas]

Hi there,

I am considering using your product and was wondering if there was a way to record the timespent on any support ticket?

 

I want to track the total time spent on Tickets by Customer.

[Austdata]

That would be an interesting feature. Is there an update on an answer?

 

Cheers,

 

Mike

[dreamcon]

my vote with you....

[nikos]

my vote, too.

[inyerface]

The ticket is time-stamped when it's created and it's also stamped every time there is an action to it. Wouldn't that do the same?

[handsonwebhosting]

I'm guessing they're looking for a field that you can enter how long a particular event took to complete.

 

Kayako for example allows you to fill in a TIME field and then bill customers accordingly.

 

Accepting a ticket to your queue and saying "I'm working on it" is one thing, but if you were to be doing a network installation for example, running wires, setting up a server etc, and it took 4 hours - it'd be handy to put in the 4 hours rather than a ticket saying "i'm working on it" and a ticket then saying "i'm done" - and hoping you can do that within a few minutes of starting/stopping the job.

 

Personally I have no use for it, but I can see how some people would want it.

[springs]

I know this is an old ticket, but was there anything created to do this (perhaps a module add-on)

 

We have little use for the billing entry, but rather keeping track of the time spent.

(i.e. a field where the total time spent on the ticket could be tracked)

 

Since the total time between the ticket being submitted and answered would not be accurate, we would like to be able to just add a field where the tech could enter the amount of time spent on that ticket and then pull a monthly report on the total time spent for that customer.

 

(Sorry for bringing up an old thread)