Hey there AWintermute! We have an app called TimerMan that can help! It allows you to audit ticket times (including tickets with the “New” status). It also allows you to set your business hours so ticket times don’t pile up outside of regular working hours.
So if you had a new ticket created outside of your regular working hours, time wouldn’t be logged for it until your workday starts. And when your workday ends, the time would pause. I’ll leave a link to it below if you’d like to check it out.
I hope this solves your problem! I’d also be happy to hop on a call with you to help you get set up!