Steve Rinehart

Thank you. I appreciate your response. Unfortunately, as a small public school district, we cannot justify upgrading to the Professional or Enterprise plans for one app.

We will need to just use a numeric custom field.

I do not see a way to sum each leg in the Ticket Updates dataset, however.

Hi all,

I work for a school district in a Helpdesk that repairs devices in-house and goes on-site to fix issues. We are looking for a simple way to track time spent on issues, NOT a timer that activates when we're in a ticket. (We're not billing anyone. We don't care about the amount of time spent in the ticket … just the amount of time spent fixing the problem.)

Ideally, every time we update a ticket, we would like to enter the amount of time the technician spent on that particular "leg" of the ticket in 5-, 15-, etc. minute increments.

Then, once we close the ticket, we would like those increments to be added up and attached to the ticket as the total amount of time spent on the ticket. Bonus points if we can then look up this data in a report format.

Anyone know of anything like that?

We are seeking the ability to CC non-agent staff members in macros so that, when we have completed the work on the ticket and use a macro to indicate such, certain other employees besides the requester can be notified.

We are on the Team plan and are unable to use light agents.