Ticket button to pause on exit

someDude

Next to the resolve button it would be nice to have a return or exit button that pauses and returns you to the ticket dashboard. I tend to view a ticket and then go back to the dash without hitting pause because no action was taken.

Bigbug

someDude my opinion is that the ticket timer shouldn't start right away just by clicking into a ticket

Makes sense?

someDude

Bigbug I think it should. As soon as you read the ticket and start on thinking of the next step the clock is running.

If you navigate away the timer still runs, which is also OK because you may want to check a document for an answer or link to share.

But if you are going to return to it later, a button that pauses and returns you to the ticket dashboard is useful.

I also had a new idea. In the top navigation bar, side menu, wherever, if a ticket timer is running, there is a timer icon running with the elapsed time.

Bigbug

someDude I also had a new idea. In the top navigation bar, side menu, wherever, if a ticket timer is running, there is a timer icon running with the elapsed time.

You're walking on very slippery territory 😆 this was one of the most debated things here on the forum…

someDude

Bigbug Is it better to have a timer running for 36 hours?

wrongecho

Bigbug

We are not getting into this nonsense again 😂

Bigbug

someDude not at all! (My opinion)

someDude

wrongecho is there a way to tell which tickets have timers running?

wrongecho

someDude

The timers are saved locally in your browser. These were added by a previous contributor so you could come back to a ticket and not lose how long you'd had the ticket open for but it was poorly implemented so we removed most of it. All that's left now is that the time tracking saves automatically to local storage. It doesn't "run" as such when the page isn't open, the progress is just saved in the browser.

I'd like to revisit it at some point but it become a contentious topic for something so simple.

johnny

@someDude We did have the timers implemented it just was very poorly implemented. Maybe we'll take another look at it down the line. I usually just open up a new windows with multiple tabs for each ticket i'm working on. This works so well.

someDude

johnny

Is it possible to get the button that pauses and returns to the ticket dashboard?

someDude

wrongecho when does the time save? when replying and/or status change?

wrongecho

someDude

It's constant

someDude

wrongecho the time doesn't save even when you close the ticket? Example, If I am working on my desktop, then work on the ticket later with my laptop, the time won't be cumulative?

wrongecho

someDude

The counter is saved locally on your machine until you submit the comment. If you start drafting replies on a ticket from two different machines they'll be completely independent timers.

What exactly is the problem you're trying to solve here?

someDude

wrongecho I'm trying to understand how timers are implemented so I can use them correctly. If a timer runs, doesn't save until <action>.

I want to use them effectively instead of having no value to billing or reporting.

wrongecho

someDude

The only time tracking that matters is what is actually submitted as part of a ticket reply. None of the draft/autosaved stuff will appear in billing or reports, it's just a convenience if you accidentally close the tab.