Support

How can I hide the time feature entirely form the system, as we dont need it?  or is it a case of just finding the relevant sections in the file code and hide the code?

This is coming to the next release. I actually wrote the code for this option two days ago.

For now, you can simply ignore the time spent shown only to support staff.

As a public user (no account etc) I select USA and Canada (this is the only group thats using the subform option), and complete the subform data section which includes a description of the problem, I submit and I am told the reply field needs to have content in.  I guess this is the default ticket comments field, but for the USA I want to see if its possible to hide it, unless again I messed something up

Akeeba Ticket System is a support ticket (helpdesk) component, not a generic form component. Custom fields are additional context, not the only information on the ticket. The primary content on a support ticket is the post which must be non-empty. By "non-empty" we mean the following: if you take the HTML content of the ticket post, strip it from all HTML tags, and strip all leading and trailing whitespace you must still end up with something that is at least one character long. A single dot would suffice. Therefore, you can always set up the "Default new post text" in the ticket category with a default message which consists of a single dot, thus solving your problem. 

Depending on your use case and process you can always enter a short text informing the user that the form above is adequate as a bare minimum for their return (I assume that's what it is, having only seen two screenshots of part of your ticket page), but if they would like to submit further information they can use this space to write it in, and the attachments below to upload whatever makes sense in your use case.

Also note that what you get in the email notification is the post text only, not the custom fields. The reason should be obvious if you've used any third party custom field type plugin. They invariably render their contents using additional CSS, JavaScript, embeds, third party content etc which cannot display in an email. I can't include fields in the email knowing that if you go beyond core fields they won't render correctly (without a technically feasible way to address that!), nor can I make a crippled feature which only includes custom fields of core field types ignoring the rest, or only sends the custom fields information if only core field types are used. All of these would be perceived as "broken" features. So, I did the only sensible thing: not include custom fields, but give you a link to the ticket online where the custom fields can be indeed viewed just fine.