I would love to see the option of adding a time entry included under both Bulk Update and Scenario Automation.
As we require time entry before any ticket can be closed, we can’t fully automate ticket handling- the agent must always add time on each ticket individually before they can close the ticket. There are 2 instances we encounter frequently where this is not ideal:
- Frequently submitted tickets where we know the entire solution and, ideally, would initiate a scenario automation to categorize, add update, add solution, add time and close the ticket as one action.
- Responding on outage tickets where we may have a dozen or more people who called in the same issue. We’d like to do a bulk update to categories, set agent, set solution, send reply and account for time spent rather than processing one at a time.