Freshdesk time tracking software was one of the popular feature requests in particular from the consultant, web design and graphic design community. Before, in order to track time spent on support you were required to use other time tracking applications (like Time Doctor or Hubstaff) with Freshdesk. Today, Freshdesk time tracking software lets you to record the time you spend on a support request, add records, and even mark the time entry as billable.
So, let’s see how these days you can record time in Freshdesk.
Using TimeDoctor as Freshdesk time tracking software
If you still use Time Doctor to track time of your employees then definitely it will be more convenient just to connect it to Freshdesk in the place of using the internal Freshdesk time tracking software. This lets you to track the amount of time spent on Freshdesk support issues by using the Time Doctor app. Here’s an illustration of how it looks like when Freshdesk tickets show up in the Time Doctor application where you can control them (taken from blog.timedoctor.com):
Then, tell your users to activate the integration in their own Time Doctor profiles. Once they have established their own integrations (only takes a moment), they can start tracking time for any sort of tickets appointed to them.
Using Hubstaff as Freshdesk time tracking software
The Hubstaff software also will allow your crew to view all their designated tickets. They could click a ticket to view its details and count the time they spend working on it. When your employees have resolved the ticket, they can hit the close button to check it finished at Freshdesk:
For more info about 3rd party time tracking solutions that support Freshdesk integration take a look at the time tracking software selection guide.
Built-in Freshdesk time tracking software
If you don’t utilize any sort of 3rd party time tracking applications, you can record the time your employees spend on handling each ticket using Freshdesk.
Using built-in Start/Stop timers, Freshdesk enables you to focus on your work, while it quietly records of the time you devote to each task. And with a bunch of common invoicing solutions connected to your Freshdesk account, you can invoice customers for the time your team spent supporting them:
You no longer need an analyst to do all the accounting for you. Time Sheet reports in Freshdesk enable you to easily generate the entire time log for one or several customers. You can even get the overall picture on time spent and also compare billable and non-billable efforts done by each employee.
To take advantage of this feature you need certainly to follow the following steps:
- Click on an individual ticket to open it.
- On the right pane, you can see the Time Tracked area.
- You can go to Start Timer to trigger the timer and then hit the Stop Timer link to stop it.
- You can click on Edit to manually edit a time entry.
- You can remove the time record by hitting Delete.
- To add a new time entry, click Add Time.
- In the dialog that arises, you can type agent’s name and the time you desire to log. You can select whether the hours logged are billable to the client or not, by selecting Billable option.
- You can also add a notice on the time entry for future reference.
You’ll be able to log time spent on tickets independently too. Multiple agents can create time entries on a singular ticket, but a single agent can’t add time records on two support tickets at the same time. Notes can also be appended to each time record.