A very common requirement with Customer Support teams is the ability to track time spent against Cases.
This can help in understanding: 

• Which type of Cases are consuming the most time?
• Do we need to hire or scale down?
• How much to bill customer for support?

Now we can easily track time spent by your Support agents on Cases using Zap Case Time-Tracker App!

Features

• Easy to add/edit time entries from within Case form
• Summarized Total Time / Billable Time shown next to time-entries in Case form (in real-time)
• Works even for Cases that have been Resolved or Cancelled
• View reports of time spent on each Case or spent by each agent
• Completely configurable Time Entry form (easily add/remove fields)
• Works with Dynamics 365 Mobile as well as Tablet App

Common Reporting KPI's

• Time Tracking Report per Case and per User
• Total Time spent on each Case
• Total Support time spent per Customer
• Total Time VS Billable Time