Add "Time Spent" to Comments
Tickets can remain open for a long period of time and can be worked on by multiple users. It is important to know how much time was spent on a ticket, when and by who. Adding an option to track time spent at the comment level will solve this.
1. Make tracking time spend at the comment level an option (this will allow the existing method to continue to work).
2. With the option on:
a. Add a time spent field to comments that is visible only to techs and admins.
b. Make the time spent on the ticket read only and update it when the comments are updated (or don't store it and just aggregate the time spent when a ticket is viewed or queried via API).
NOTE: I realize this was mentioned in a previous idea but that idea was originally not to track time in comments so I thought it made sense to create a new idea.