Ticket timer options

The ticket timer feature allows you to automatically track and record the time spent working on a ticket. This helps in accurately capturing the duration of your activities and provides a convenient way to monitor and manage your time spent on ticket resolution.

Customize ticket timer settings

1. From Admin, click Settings.

2. From settings, go to the Tickets tab.

3. After customizing your settings, click Save at the bottom of the page.

Ticket Settings Options Explained

When the Ticket is Accessed

The ticket timer automatically starts: If this option is selected, the timer starts automatically whenever a ticket is accessed by a technician. All work hours will be assigned to the ticket.
The ticket timer is off (manual mode): If this option is selected, the timer is OFF when a ticket is accessed and the technician must manually press 'play' to START the ticket timer and remember to stop it again once work hours are completed.
The ticket timer is hidden: If this option is selected, the timer is hidden from the technician and disabled in the background. Time entries must be entered manually.

Note: Only one option can be selected.

When Ticket is Closed

The ticket timer is hidden: If this option is selected the timer will be hidden once the ticket has been assigned a 'Closed' status.
The ticket cannot be reopened: If this option is selected, once the ticket has been assigned a 'Closed' status, it cannot be reopened for further work.

Note: You can select either, neither, or both of these options.