Tracking agent time spent
By enabling time spent you can record the agents time spent on each ticket. This can then be reporting on by date, person and group in Reports.
To enable time spent follow the steps below.
The time spent field will now appear in each ticket below the textbox for updates.
By default the time spent will be set to 0:01 (zero hours and one minute). Agents must enter the time manually to record the accurate time spent.
Any quick changes such as moving priority or group will automatically be allocated a minute spent.