Google Translate:
Good morning, guys, how do I follow the helpdesk service time, not the response time but the time spent in the service, does this function have this function? Another detail, can I get a report on tickets reopened by the customer? Thank you all.
There is no way to track the time spent in the helpdesk. You can add a custom field and have the Agents update this manually however there is no way to automatically track the time spent.
Also, we have no dedicated reporting features at this time. You can use the Dashboard for a historical overview and you can use the Advanced Search feature (along with exporting) to generate specific "reports".
Cheers.