How can I change the calculation of time for a request?

[Fautif]

Good day!
How can I change the settings so that the time spent is calculated from the "New" status to the "Resolved" status?
Currently, the time is calculated only when I have a request open on my screen; if I close it, the time stops being counted.

[Klemen]

The time tracking only works as you described - when you have the actual ticket open.

Time from open to close is calculated in the Statistics module, available in Hesk Cloud.

For the self-hosted version, you would have to calculate it manually, for example by exporting tickets and comparing columns in Excel.

[Fautif]

1. So I can't make any adjustments to the code to change the timing? Just edit the file manually each time?
2. Is it planned to implement this functionality in the next versions of the local installation?

[Klemen]

1. you could probably do manual adjustments, but this is not something we provide support for. You will need to do it yourself or hire a PHP developer for help.

2. the statistics module is available in the cloud only and there are currently no plans to create one for the self-hosted version

[Fautif]

Got it, thank you.

[Fautif]

If I purchase a license, will the functionality for local installation not be expanded?

[Klemen]

Unfortunately, no; a license will remove "Powered by" links from the bottom of your help desk pages, but will not add any new functionality.

[Fautif]

Will all functions be implemented only in the cloud version by subscription?
For the local installation version - there is no future and it will no longer be supported?

[Klemen]

Why would you say that? The free self-hosted version is still supported and actively developed, as evident from the changelog:
https://www.hesk.com/demo/docs/changelog.html

The "Modules" section is cloud-only, and there are no plans to enable it for the self-hosted version because it relies on our back-end APIs and server processes to function. The rest is shared with the free version.