We handle a lot of phone tech questions and we are starting to use RT to
track them.
People would like a better way to monitor time spent.
Is it possible to autopopulate the “Start time field” with system date and
time.
Here is the work flow.
- Customer Calls in
- Operate click New ticket…
- Fills out all the information, answers their question, and marks resolved
at one setting.
When they are done and want to enter Time Worked, it would be nice to have a
reference of when they clicked the “Create Ticket” button.
Or, if anyone knows of another way to do this. They used to write down
their calls and would simply write down the time the call started… but we
are doing away with that paper trail.
Thanks!
Brett