Timer stat for ticket creation
One of the challenges we have is to determine how long a Help Desk Rep is on a phone call. We wind up having to pull phone logs, then attempt to pair them with the tickets. I really like the new worklog timer feature, but it only works within an already created ticket.
A nice feature would be a setting in Admin that allows a timer to record the time a ticket is initially created, to the time it is saved\submitted. The feature would automatically insert that into the worklog. This would allow the accurate tracking of the time a rep spends on an issue over the phone.
A nice feature would be a setting in Admin that allows a timer to record the time a ticket is initially created, to the time it is saved\submitted. The feature would automatically insert that into the worklog. This would allow the accurate tracking of the time a rep spends on an issue over the phone.