Reset ticket timer
The ticket timer tracks the time that has passed since a ticket was raised, and affects the age of tickets in work queues. The ticket timer stops when the ticket is closed.
Resetting the ticket timer changes the ticket alarm date to today. For example, if a customer re-opens a ticket that was closed several months ago, Smile calculates the ticket age from the original date that the ticket was raised. Resetting the ticket timer ensures that you can accurately track the length of time it takes to resolve the ticket.
This task explains how to reset the ticket timer.