With the new net service time feature, users can view this information directly in the ticket modal, ticket by ticket, in the information area located on the right side of the screen.
Net time considers only the valid period within business hours, providing a more accurate view of the time effectively counted in the service process.
This means the analysis no longer considers periods outside business hours and more accurately reflects the real time of responsibility for each request.
In addition, the screen now includes a visual highlight indicating “who has the ball” at that moment.
This indication helps teams quickly understand who is currently responsible for continuing the service, making it easier to monitor, prioritize, and take action.
With this improvement, ticket management becomes clearer, more objective, and more transparent, allowing service, support, and operations teams to better track deadlines and quickly identify where each request is currently stopped.