Awesome Support Core includes the ability for agents to manually enter time on a ticket. The administrator can control whether or not to allow the time tracking fields to be shown on a ticket, turn on/off the audit log and set which time fields, if any, to show in the ticket list.
When shown, time tracking fields are only displayed on the “back-end” (wp-admin).
It is important to realize that the time tracking functions in the FREE core product is limited to MANUAL tracking – and there are no pre-configured reports. For reports, invoicing and automated time tracking functions please take a look at our premium Time Tracking add-on.
Configure Time Fields
Go to the TICKETS->SETTINGS->BASIC TIME TRACKING tab
Scroll down to the Basic Time Tracking Section
Turn on or off items as needed in that section – see below for what each item does.
Don’t forget to click the SAVE CHANGES button!
Here is what each item in the Basic Time Tracking configuration panel does:
Show Basic Time Tracking Fields: Whether to show the fields on the ticket. Agents cannot enter time if the fields are not shown on the ticket!
Allow Agents To Enter Time: If time tracking fields are shown, whether to allow agents to manually enter time. If another premium time-tracking add-on is enabled, then you want disable this field because the premium add-on will be responsible for time tracking data entry and adjustments.
Recalculate Final Time On Save: Generally, if you are using time tracking you want to turn this on. HOWEVER, you should turn it off if another premium time-tracking add-on is enabled since it would be responsible for all time tracking calculations
Keep Audit Log: If enabled, then every change to a time field is shown as a note in the ticket.
Show Total Time In Ticket List: Turn on to show the time in the main ticket list.
Show Total Time Adjustments In Ticket List: Turn on to show the time adjustments in the main ticket list.
Show Final Recorded Time In Ticket List: Turn on to show the final calculated time in the main ticket list.