The current process for adding time to tickets is not very efficient.

1. The automatic timer model doesn’t work very well for in-house IT Departments as we often have people coming into our office asking for help or stopping us in the hallways asking for help so the automatic timer setting doesn’t work as time gets skewed.
2. The process for adding manual time is slow as we have to click on the Add time button, wait for the page to load and then add time in an annoying format of HH:MM:SS.
3. A faster solution would be to have a drop down time menu on the Ticket Properties section. It would say “Time Spent” with a drop down menu with options of 5 min, 10 min, 15 min, 30 min, 1 hour, 2 hour. As you select a time it adds the time to the total time on the ticket. So in theory someone could come into the ticket make some updates and quickly add 15 mins, switch to another ticket while waiting for the customer to respond, come back to the original ticket and finish things up and then quickly add another 5 mins to the ticket. The ticket would then have a total time of 20 minutes on it.