Time tracking for light agents

I understand that there used to be a dialogue where light agents could enter time. This dialogue was removed since the time entered was not counted in the total anyways. I am looking to get back to what I thought I had.

A way for light agents to add a time to the tickets they have worked on. Even though they are only allowed to make internal comments it should be counted as time spent on the ticket.

I have looked for the post where I found these comments previously but fell short.

Please update me on how you look at this issue that I am sure a lot of people need for the tracking to make sense.

Thanks, Peter