Open any ticket to start working on it.For non-billable time spent, uncheck this box.
Check the box that says Billable to log this entry as billable in your timesheet reports. Click on the Edit link to edit your timesheet entry manually. You can click on Start Timer again at any time to resume the timer. Click on the Stop Timer link in the time entry once to Stop Timer. A new time entry is added to the ticket and the timer starts running. To start tracking time, click Start Timer and continue working on the ticket. Open any Ticket to start working on it. Agents can also manually log the time they have spent, and detail their activities during this period by adding comments.Ī quick guide to track time automatically Freshdesk lets agents track the time they spend on a ticket using start and stop timers. Time tracking feature in Freshdesk lets you track time spent by each agent supporting customers and thereby gain a deeper visibility on the overall helpdesk performance. But even for businesses that don’t, keeping a tab on which agents spend how much time on which tickets, and which types of tickets seem to take up the most hours provides useful insights to scale and manage the support efforts. For service providers, analyzing billable vs non-billable time spent right from within the help desk becomes paramount. From any ticket, click More > Log time.įor businesses that charge clients for supporting them, keeping track of time-spent and generating timesheet reports to invoice them is a critical capability. 
In case agents forget to stop a running timer on a ticket, Freshdesk automatically stops it for them as soon as the agent starts the timer on a different ticket.Ī quick guide to automatically tracking time Freshdesk lets agents track the time they spend on a ticket using start and stop timers, and agents can also manually log the time they've spent (adding details through comments if required). The Time-tracking feature in Freshdesk lets you track the time spent supporting customers by each agent, thereby giving you a deeper visibility on your overall helpdesk performance. Even for businesses that don’t charge on that basis, however, information such as which tickets take up the most time or which agents require more time for particular tickets can provide useful insights. For businesses that charge clients on the basis of time, keeping track of time-spent and generating timesheet reports to invoice them is a vital ability as it is for service providers, who need to analyze billable vs.
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