In all the previous service-desk applications I have used, I had the option to add work time to a reply/update of a ticket on the same screen as that I used to update the ticket.

Could this be added to the SDP application?

When I give a reply to a request that means that I have spend time to read it and to give a reply. So I invested time that could be billed. 

When I enter a note to the ticket that means I have spend time to create the note and to put information in the note. So I invested time that could be billed.

Right now I have to give the reply to the user and then I have to click on add work log. 

The most optimal would be the following in the Reply or Add Note window:

Automatic date to today and that can be entered manually.

Automatic start-time to the time the reply window or add note window was opened and that can be entered manually.

manual end-time that can entered by clicking an icon and entered manually.

Thus when clicking Send on the reply, it will add an entry to the work log that shows that technician X has worked 2 hours on day Y.

This would benefit both my manager and my work. 

I am able to quickly enter my worked time when I have worked on a ticket.

My manager is able to see that I have spent time on the ticket (and how much).

It is possible to correlate the work log to an action (reply or note is added at the same time).

I cannot think of a reason to not add this to be honest. Especially since this feature is available and implemented in allot of other ticketing systems that I have worked with in the past (from really big ones like TopDesk to smaller ones like AutoTask).

Regards,

Sean.