Perhaps someone can point me in the right direction...
I would like to record the time staff spend working on tickets. I guess this would take the form of two fields:
"Billing Status" - with the values Billable, Unbillable
"Time Accrued" - (decimal) number of hours
I guess this should just be at the ticket level - rather than the ticket thread level. Viewable by the client, but not editable by them. Editable by staff.
If anyone has done this already / if there's a mod for this, that would be cool, otherwise I'll go and add my own fields using the instructions I've seen somewhere in these forums.