We use task timers to track SLA performance (first response and resolution times) for service tickets. When tickets are entered late or incorrectly, it skews our reporting and impacts dashboard accuracy and could negatively impact client retention.
We’d like the ability to adjust timer data to enter negative time to correct these situations. Ex -00:15 - meaning we missed our SLA by 15min.
This would ensure our SLA metrics accurately reflect actual performance rather than timing errors. Admin-only controls or audit tracking would work well.
thanks!!
I’m keeping an eye out for forum posts like yours to ensure we wait until the right time to transition to timer fields in our user support processes. I voted, as we would prefer the ability to edit as well. You may have implemented a make-shift solution since your post, but I wonder if you could use another custom field to mark those tickets that are late/incorrect to be able to exclude them from your usual reporting and have them grouped to talk through with the client. Or perhaps have a mechanism added (field/section) that pauses the timer if the option for that makes sense to prevent the timer run-down. We are using time tracking and use global reporting to look at those that were escalated or not. I also currently have a Ticket Source field and we can exclude manually created tickets from those submitted by form.
Hi Elizabeth!
Yes, we do have several custom fields that could be used to identify or exclude these tickets from reporting. The challenge is that we need the timer data itself to be accurate in order to meet the requirements of our MSA with our client. Simply excluding or flagging tickets doesn’t solve the underlying issue.
Unfortunately, these errors are on our side, not the client’s, so I don’t think they’ll have much flexibility when the data isn’t accurate. We’re using a ticketing system that doesn’t currently allow us to edit these timer fields once they run over, which puts us in a difficult position.
I’m really hoping this functionality is added soon. It would make a huge difference for teams that rely on accurate SLA and response time reporting.
Keep me updated if you hear more!