Jitbit Helpdesk - Expand "Time Spent" Functionality : Ideas forum

Jitbit Helpdesk

New Suggested 6/22/2021 by Dimitar Valchev

37

votes

Expand "Time Spent" Functionality

The idea is to have multiple timers - one for each ticket status.

This way the administrators will be able to see how much time each ticket has spent:

- before it was assigned to or taken by somebody

- in progress

- on hold or while being blocked by external parties/events

AnnaG

Great idea! Would help to build up different SLAs using the automation rules e.g. Time to own, Respond time, Resolution time, etc. Really useful for ITIL processes.

6/29/2021 7:24 AM

Shepherd

When updating ticket, would it be worth adding the time spent to the comments (reply)
So you could see how long each action has taken.
(a total sum of each of the comments time would add up to the time stored against the ticket)
Might be worth a slight bit of a UI change to allow manipulation of the time for a reply instead of the total ticket.

5/9/2022 11:54 PM

Mark Shear

I would love this type of thing. Our org does 'time in motion' studies and if jitbit could create multiple timers then this would work perfectly, and each timer could be assigned a relevant categories, so for example, my first timer is 30 mins for a meeting, another time is 30 mins for travel, and another for 1hr planning etc etc. All the tickets make up a total time. We could then report individually within a task for each category and also across all tickets to see what exactly is taking up the time spent on our tickets.

I also see the current timer is not completely accurate, potentially we're doing something wrong but when a user opens the ticket the timer starts but when they come back to the ticket (just minimised) the ticket time is out against the real time that has taken place.

Yesterday, 6:03 AM