Hello,

in Desk we store times on the respective ticket, so far so good. Now, certain customers have a time quota, which we have to keep track of. How can we map the requirements in Desk as automatically as possible?

I imagine the following:

(1) Agent saves a changed time entry / creates a new one on a ticket for customer X

(2) Summation of all time entries for customer X in time period Y of tickets that meet certain criteria

(3) Comparison of the contingent at the customer's site with the calculated effort already provided

(4) If the quota is exceeded, inform the respective agent

Regards,

Sven