All of my techs start a ticket timer when they begin working a ticket. However, you must enter a note before starting the ticket timer. Once the timer is stopped, there is no way to enter notes for the time. This is backwards and very frustrating for the person working tickets. It requires them to open the log, reverse the charge, edit the note, then charge the time again.
Also, an option to auto-start a timer when opening a ticket, would be a welcome addition.