I consider this a BUG but placing it here because this is becoming a workflow-inhibitor that doesn’t seem to be on the roadmap to address any time soon.
Currently, there doesn’t appear to be any way to add time to a ticket without entering the ticket, then opening the ticket.
Agents should be able to enter time (and resolutions, for that matter) on the Ticket Entry screen without having to go into the ticket. This would speed up workflow for my call-based agents immensely, as they are solving ticket while on calls, and the extra time needed to enter the ticket to add information is cumbersome.
Ideally, the ‘Agent Ticket Entry Screen’ wouldn’t be a completely different screen and would instead look exactly like the backend ticket view, so they could enter all the details while on the call, resolve, add time, etc. without having to hit multiple screens.
When Time Tracking is required - like we have it - it’s incredibly frustrating for an agent in the Ticket Entry to mark a ticket Resolved, then have the system not allow resolution. The error messages are not clear that a Time Entry needs to be added, and there is no ability to fix that from the Ticket Entry screen.
