To monitor the duration of time spent by agents on each ticket, we depend on a "time tracking app". However, we've noticed that when agents create a child ticket from a parent ticket using side conversation, the time log from the parent ticket is also duplicated onto the child ticket. This duplication is causing inaccuracies in the time log of the child tickets in explore reports.
This first entry has came from the parent ticket which has logged when the child ticket gets created.
Are you able to offer any guidance on how to prevent this behavior from happening again?
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