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Creating New Ticket, Close, Add Time

Related products:Freshdesk
  • March 4, 2013
  • 8 replies
  • 29 views
R
Contributor

When adding a Ticket, there is an option to ADD & RESOLVE.


I would like the ability to click a button and add time right at this screen also with out having to search for ticket and reopen it to add time.


Thanks,

Ron Kramer

abletoaddtimewhencreatingticket_11633.png

8 replies

R
Contributor
  • remi.peters
  • Contributor
  • March 4, 2013

It would be nice if there was a setting to make the entry in the timesheet mandatory. This would force the agents to register their time.


Thanks,


Remi Peters

M
Community Debut
  • mgb
  • Community Debut
  • August 18, 2014

Agreed.  Anyone know of any Freshplugs that would do this?  I have a custom freshplug that makes it mandatory to update the time before closing a ticket.  Would be nice to force every time an agent updates the ticket after working it.

W
Contributor
  • whirsch
  • Contributor
  • August 11, 2015

I'd love to make adding time required, I'm working on a freshplug but applying an event listener to conversation_reply is proving tricky as it seems to trigger all the time.

S
Contributor

This would be a great feature.

G
Community Debut
  • glyn
  • Community Debut
  • June 22, 2016

I've just started using Freshdesk and this would also be very useful to save time.  I have already added a custom app to put an add time button on notes and replies which has saved a lot of missed time recording, but we lose out when we speak to clients and raise the case ourselves as inevitably the time spent on the call is not recorded.

D
Community Debut
  • dennis.lebar
  • Community Debut
  • August 10, 2019

Has anyone found anything? I agree way too many steps and should be attached to a reply or note.

W
Community Debut
  • wgibson
  • Community Debut
  • September 19, 2019

I'm in the same boat. We're missing a lot of billable time because many of our tickets are phone calls which are logged and closed in one step, but you have to go back into the ticket to log time so it often gets missed. I also wouldn't mind being able to configure a minimum billable time for each and every ticket. Just being able to automatically attribute 3-5 minutes of billable time for each and every ticket regardless would be huge.

K
Community Manager
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  • karthik.kumarCommunity Manager
  • Community Manager
  • September 25, 2019

Hello everyone,


Apologies for our delayed response.


Currently, we can't make the time log mandatory before closing the ticket in Freshdesk. You can build an app that makes use of the Intercept API to achieve the same. You can trigger an event when the agent either clicks the close button on the top navigation bar - or when the agent updates the status in the ticket properties page.


Upon the trigger, you can check if the time log has been added to the ticket. If the agent has added a time log, the ticket will be closed. If there are no time logs on the ticket, the app can throw an error or prevent the agent from closing the ticket. 


Here is an example of an app that intercepts the ticket close event and checks if there is any timer running. If so, it rejects the close action and displays an error message. You can even try modifying with this app to solve your problem.


Hope this was helpful :)

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