Can I subtract from the overall time spent on a ticket, via the Time Tracking app?
Yes, this can be done by submitting negative time updates to a ticket via the Time Tracking app. In order to be able to perform this action, the app needs to be configured to allow for both Edit Time Submission and Simplified Time Submission.
In Admin Center, click the Apps and integrations icon () in the sidebar. Select Zendesk Support apps and open the Time Tracking app. Check the box to enable both the Edit Time Submission and Simplified Time Submission setting and click Update.
Once these two settings are enabled, agents will be able to submit negative time in one minute intervals. The negative time submissions will be visible in the event log of the ticket.
For more information on the Time Tracking app, see the article: Using the Time Tracking app.