Ability to Track Time Via Status?
Let me paint a picture first. We are defining the metrics from which our
department is graded, essentially. This department is for changes to
websites, and one of those metrics is how long we work on each ticket,
as well as the response time to tickets in general.
Currently, AFAIK, the only way to track the time spent actually
working on a ticket is to use the tab at the bottom "Time
Entry" which requires manual entry of the time spent. So,
we'd need to track our own time manually, so that's no
improvement over pen and paper aside from the ability to organize data
- it would be much simpler for us to track time based on ticket status.
E.g. a pending ticket is switched to started, and a timer in the
background starts running to track time, then when it is closed/put on
hold that timer is stopped/paused. Then we just need to keep the
ticket status accurate, which is considerably easier than manual time entry.
Thank you for any help you guys can give on this!