Time Tracking Tickets -> Billable time -> Time Worked/Billable should not be tied together

[richm]

Can these 2 time entries be unlinked?

When you enter "Time Worked" (either in a post or on the billing tab) esupport is automatically entering the same time value you entered for "Time Worked" in "Billable" time.

This drives me nuts! Not everything we do is billable (in fact most things are not for us) and if agents aren't paying attention as they update (zero out or clear the billable field) we get billable time against a client that isn't actually billable.

The reverse is not true though. If you enter a billable amount it doesn't automatically enter the "time worked" (which makes even less sense to me)

Please break the link between these fields once and for all.

Time worked tracking is critical for headcount justification, but it's costing my in frustrated clients with billable time.

Rich

[Varun Shoor]

The way it should be done is that when you move from the Time Worked field to Billable, the text should be selected. So that you can just press space/del etc. to delete or edit it or press Tab in case you wish to keep the same value intact.

Will make sure this thing is implemented.

Regards,

Varun Shoor

[richm]

Thanks Varun.

Please have a look at "Time Worked" entry from a ticket post also, as I have found entering "Time Worked" in a ticket post also enters that time amount as a billable amount (there is no billable entry box on the ticket post, so no way to correct this manually)

Rich

[richm]

BTW: The issue with the ticket posts an "Time Worked" is the more important I think, as this is where I (and I assume a lot of support centers) would want agents entering their time worked. If they do it here while updating the ticket, I'm much more likely to get accurate numbers on time worked, than if they have to go to the billing tab to enter.

It would also be nice if the time worked/billing entries just showed the totals when you are are the ticket screen, as multiple time worked entries just clutter up the screen and would be better viewed IMO on the billing tab. Our tickets tend to have quite a few interactions and the ticket screen becomes a mess after a while (never mind the fact that agents can very easily delete time worked entries on the ticket post screen by accidentally clicking the trash can)

Rich