Step 1
From the support tickets correspondence screen, click on the Add Reply link.
Step 2
You will now see a textbox where you can write your reply to the client and beneath that, a question that says ‘How much time needs adding to this ticket?‘
In the box below that question, type the number of minutes that you just spent on this reply.
Step 3
Click the Submit reply button.
Step 4
You will now see this time has been added to the ‘Time spent on this‘ metric at the top of the correspondence screen.