Possible Queries:
- I am no longer able to see the Log time functionality inside the tickets. Why?
- Previously, I was able to start/stop the timer inside the ticket. Now I don't see that option anymore. Could you fix this?
Resolution Path:
I am no longer able to see the Log time functionality inside the tickets. Why?
The log time functionality is available from the Growth or Blossom plan onwards so if the customer is under the Free plan and if they were trialing the higher plan previously, that could be the reason as to why the customer is not able to see the option anymore. We can have this cross-checked with the customer.
Previously, I was able to start/stop the timer inside the ticket. Now I don't see that option anymore. Could you fix this?
If the customer has enabled the AHT option under the Admin>Average Handling Time section, they would not be able to see the Start/Stop timer option under the Log time section.