We don't bill support time spend, Our clients are all in Costumer support time contract, Our Agents don't get paid by the time spend. WE just need an automatic way to know how much time a n Agent spend resolving the tickets, so we can measure performance or time spend on clients also is useful to know which clients hogs more of our Agent's Time.
Simple, after the Agent do the first repones or since is the ticket assign to him (able to choose this variable will be nice) so until the ticket is resolve or closed (also able to choose which of those states stop time will be nice).
See? so we can click on any ticket and see how much time took to resolve or if is still open how much time has taken so far.
But with no input from the Agent, but automatic, since I don't want the control of time on hands of the agent.
Thanks.
