Title:
Add Manual Time Tracking for Closed Tickets and Multiple Contributors
1) What is your original issue/pain point you want to solve?
We use Zammad’s built-in time tracking to document completed work and monitor the activities of our technicians and apprentices. However, we frequently encounter situations where multiple people contribute to the same ticket. Once a ticket is closed, additional contributors can no longer easily record their working time without reopening or reassigning the ticket.
2) Which are one or two concrete situations where this problem hurts the most?
- Two technicians work together on the same issue, but only one of them records time before the ticket is closed. The second technician must reopen or modify the ticket later to add their time.
- Apprentices or supporting staff contribute to a ticket but do not immediately enter their time. When they attempt to do so later, the ticket is already closed and no further time entries can be added conveniently.
3) Why is it not solvable with the Zammad standard?
The standard functionality requires users to interact with the ticket itself (e.g., by updating, reopening, or reassigning it) to add further information. There is currently no simple way to create an additional time entry on a closed ticket without modifying the ticket history or workflow.
4) What is your expectation/what do you want to achieve?
We would like to have a dedicated function within the built-in time tracking system that allows users to add manual time entries to closed tickets. Ideally, a “+” button would be available, enabling additional contributors to book their time against the ticket without reopening, reassigning, or creating a ticket note. This would support collaborative work and ensure accurate time tracking even when entries are made at a later date.