When an agent closes a ticket, it would be good if they were told to add a time log on the ticket.
Currently it’s almost impossible to enforce agents to add time logs, partly because there is nothing telling them they need to do it but also there is no way to filter tickets by those with no time logs, so short of going through each ticket one by one I have no way of knowing which agents have or haven’t been filling out time logs making any time tracking so inaccurate that we may as well not use it in any reports.
If we can’t enforce a time log to be added, being able to filter tickets by time would at least help highlight to admins those not filling in time logs correctly, as well as making it easy for agents to add time logs retrospectively.