hey guys,
seeing this, but not sure how other msps uses time tracking. in my case, if any action taken regardless its a email or phone support, anything bellow 30 minutes, we charged 30 minutes service (of course, some common sense here, we dont charge just for simple replying to ticket, but to actual action of it), and everything after 30 minutes, we charge one hour, and so on.
personally, i wouldn't put the time tracking into the alerts as this would be much complex job indeed. i would strictly keep it for invoicing aspects only. instead, as for notifications, i would use numbers of tickets open (assigned and unassigned, so both admin and technician can work away to clear down the tickets so in the end the notifications are down to 0)
if from this idea, you want to have a drop down showing number of tickets per company, like Company x (20) Company y (30), then sure, that can be done, otherwise, show number of all open tickets, and as admin, push the technicians to clear them down
if you want a dashboard to use for admin to track more tickets aspects, you can use freeboard https://freeboard.github.io/freeboard/ but this would be a different topic (ticketing reports) which could be done for admins
