How to reduce the Time Spent that was added in a ticket?

Adding the time that was spent on an update can either be done manually or through the auto-timer function.

Sometimes, you may inadvertently have an incorrect number of minutes added as the time spent for a particular update. You may adjust it by subtracting the respective number of minutes from the total time spent.

Let's say you have a ticket where the Time Spent count has exceeded the actual time spent by 15 minutes. To reduce the total time spent on the ticket by 15 minutes, just follow these steps:

Step 1: Click the "add" button next to the Time Spent field in your ticket.

Step 2: On the "Add Time" pop-up that appears, enter the minus/hyphen symbol(-), followed by the number of minutes to subtract, and click Add Time.

Step 3: The Time Spent count will then be reduced by the respective minutes you subtracted.

This action will also visible to other staff members as an activity log in the ticket.