We have a requirement to track the time spent on a ticket for each update. And to be able to determine on a later stage the total time spent per ticket.
We can customize and add fields to the General tab for Incident and Requests, but it would make more sense to have a field on the Discussions tab where the agents can add and save the time they spent on updating the ticket.
The expectation is to add a time field to the Discussions tab, where the agents can add values in minutes. This is currently not possible and agents have to switch the tabs and scroll to find the relevant field on the General tab.