Measure how much time agents spend resolving individual tickets and support activities. With ticket time tracking, you can:

• Start and stop a timer while working on a ticket
• Add or correct time entries manually
• Record time by ticket, agent, inbox, customer, or category
• Mark entries as billable or non-billable when required
• Review average handling and resolution time
• Export time records for reporting, billing, or workload analysis

Outcome: Support managers gain a clearer view of team capacity, demanding issues, operational costs, and agent workloads.