Jo Smith

Thank you, so the time recorded at Submit is the time the agent records?  For example a ticket could be open for an hour, but the agent only actually spent 1/2 hour working on it.  The agent may therefore amend the time from 60 minutes to 30 minutes at 'submit'.

I have created a query that reports the sum handling time per agent on a ticket, could you therefore let me know which of these times will be pulled in, the time the agent had the ticket open, or the time the agent recorded and may have altered at submit.

Thanks for you help. :)

Hi there,

Can you advise, does the handling time record according to the time on the Time Tracking when you submit the ticket as Solved etc. (as the end user can alter this), or does it submit the time the ticket has actually been open, regardless of whether it has been altered at submission?  Thanks

Is it possible to create a report that will show the time spent per updater, rather than assignee, per ticket.

Multiple agents can assist with one ticket and it is this I am trying to capture.