For businesses that charge clients for supporting them, keeping track of time-spent and generating timesheet reports to invoice them is a critical capability. For service providers, analyzing billable vs non-billable time spent right from within the help desk becomes paramount. But even for businesses that don’t, keeping a tab on which agents spend how much time on a ticket, and which types of tickets seem to occupy most hours provides useful insights to scale and manage the support efforts.
Time tracking
Time tracking in Freshdesk lets you track time spent by each agent supporting customers and thereby gain a deeper visibility on the overall helpdesk performance. Freshdesk lets agents track the time they spend on a ticket with automatic start and stop timers. Agents can also manually log the time they have spent, and detail their activities during this period by adding comments.
In case agents forget to stop a running timer, Freshdesk automatically stops it for them as soon as the agent performs any other activity, or even starts working on a different ticket.
Quick guide to track time automatically
Open any Ticket to start working on it
Click on Add Time
To automatically start tracking time, click Start Timer and continue working on the ticket
A new time entry is added to the ticket
Click on the Clock icon in the time entry once to Stop Timer
You can click on the Clock icon again at any time to restart the timer
Click on Edit within the time entry to edit details, add activities or enter comments
Check the box against “Mark as Billable Entry” to log this entry as billable in your timesheet reports
For non-billable time spent, uncheck this box
Click Update when done
Quick guide to tracking time manually
Open any Ticket to start working on it
Click on Add Time
Enter the amount of time spent on this ticket under “Hours”
Add comments or detail activities done under “Note”
Click Save to record this time entry
- You can edit your logged time entries by clicking on “Edit” corresponding to the entry
