Which Help Desk to choose?

Question

Helpdesk

Colleagues, good afternoon.
There was a need for Help Desk. But there are several conditions, so far we can not choose the best option for ourselves.
1) Cloud system
2) Ability to communicate with the client through: website, instant messengers (Viber, Telegram), mail
3) SLA
4) Accounting for the time spent on the task. And here attention!
Let's say the task will be opened at 12:00, the employee entered it at 13:28 and completed it in 12 minutes. The client closed the task at 17:00.
It is necessary to display exactly 12 minutes, not 5 hours.
An employee can start the timer as if by a button, or the system itself counts the minutes while the detailed ticket card is open, it doesn’t matter here.
5) API, with ticket and time selection from item 4

Answer 1

From the paid ones: JIRA Service Desk with plugins
From the free ones: Redmine, maybe there will even be the plugins you need + immediately hire a ruby ​​to crutch this creation.

Answer 2

I think "sparks" there are no such systems ....

Answer 3

As far as I understand, your problem lies precisely in the 4th paragraph.
12 minutes - the speed of writing a response, not closing the appeal. However, in most helpdesks there is no such indicator as the speed of writing a response, and it is intended for other tasks.
1) If the employee understands that his answer is exhaustive, he can immediately change the status of the case to "closed", and then you will receive 1 hour 40 minutes (provided that the client does not reopen the case).
This will just be the correct time, since it is the client who perceives it. The client does not care that the employee entered circulation at 13:28. If he gets a response after almost 2 hours, that's exactly what he'll remember.
2) If you navigate only by the open tab with the appeal, then this will also not give you a real picture. An employee could open three appeals, take half an hour for one, and then it turns out that he has already spent half an hour on the other two.
3) We plan to add an indicator for the speed of writing a response, but it is needed for other purposes: to understand which of the employees is in a hurry with answers, and who frankly fumbles in situations where you can answer in 5 minutes.
Please describe your task in more detail. What should ultimately decide the option of calculating the time that you write about? Do you want to pay employees only for the time spent? Do you think that it is correct to consider the speed of response? Or something else?