Adding time 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 7 minutes. To reduce the total time spent on the ticket by 7 minutes, just follow these steps:
- Click the Add button next to the Time Spent field in your ticket.
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On the Add Time pop-up that appears, enter the minus/hyphen symbol(-), followed by the number of minutes to subtract, and click Save.
- The Time Spent count will then be reduced by the respective minutes you subtracted.
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This action will also visible to other agents as an activity log in the ticket.