Now, I know what you're thinking, "This guy is nuts, of course multiple techs can log time against the same ticket...duh!"
Well, you're right, sort of. You can log time, however, when you go to generate your billing reports, which my techs use to get paid, only the assigned Tech hours are displayed. This is easy to reproduce, and this has been the same since I started use Web Help Desk 7 years ago. However, my business is growing, and there are occasions where 2 or more techs will work on the same problem/project, and I personally think they should be paid for it.
Right now, the options are:
1. Create multiple tickets for same incident, assign different technicians to those techs, and log time accordingly...yuck!
2. Change owner of tickets before techs generate their billing reports...a little less yucky, but still yucky.
a. Extra work to generate reports
b. More importantly, you can no longer rely on how you've assigned tickets, especially if you're using bulk reassign.
c. When you re-assign a ticket it changes the 'updated date' so now the ticket has an artificial modification date which is yuck.
When I spoke to support, they said this was by design. And I think that design is broken!
Please vote to fix!
