JIRA Service Desk:
Is it possible for agents to track the time they spend working on a ticket / issue (f.e. by using start and stop timers)? We want to create time-spent reports for each organization (customer group) we support.
You can use JIRA's time tracking https://confluence.atlassian.com/adminjiraserver072/configuring-time-tracking-828788203.html or an add-on such as Tempo Timesheets https://marketplace.atlassian.com/plugins/is.origo.jira.tempo-plugin/cloud/overview
thank you for suggesting the Add-on Tempo Timesheets. Sadly the Add-on had many bad reviews / very poor ratings in the last few months. https://marketplace.atlassian.com/plugins/is.origo.jira.tempo-plugin/server/reviews
Therefore, we will try JIRA's time.
Is it possible to mark work log entries as billable / non-billable for the reports?
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