Tracking time spent on tickets is critical for any helpdesk. Desk365 makes it easy to log time spent on tickets and to report on them. To start tracking time spent on a ticket, look for the ‘Time Entries’ section in the Ticket Details page.
Add Time Entry:
Click the ‘Add Time Entry’ button to open the window where you can enter the time spent on that ticket. You also have the option to start a timer before you begin a task to track the exact time spent on it.
The Category field in the Add Time Entry window allows you to categorize the time spent on a ticket.
Note: The dropdown displays the Time Entry Categories configured under Settings > Admin > Categories > Time Entry Categories.
You can start a timer directly from the ticket using the ‘Quick Start’ option in the Time Entries section, without opening the Add Time Entry window.
Once the timer starts, a “Timer started running” notification is displayed, and the active timer appears in the Time Entries section.
If you try to start another timer while one is already running, a confirmation prompt appears. Select ‘OK’ to start the additional timer or ‘Cancel’ to keep the existing timer running.
After the timer has started running, you’ll also see it appear at the top of the web app on all pages. This makes it easy to identify an active timer and stop it when you are done with your task. Clicking the timer link takes you back to the ticket for which the timer is running. You can then click ‘Stop’ to stop the timer, and the time spent working on the task is logged as a time entry for the ticket.
Additional info in Time Entry
‘Additional Info’ is used to add more detailed information about a time entry, making it easier to keep track of important information and details related to a particular ticket.
To add additional notes to a ticket, simply navigate to the time entry section of the ticket details page. From there, you can add any additional information they want to include, such as specific details about the issue, steps taken to resolve it, or any other relevant information.
To edit the notes or add more information later on, you can do so by going back to the Ticket Details page and selecting the particular ticket you want to edit. This makes it easy to keep track of all the relevant information related to a ticket in one place.
In addition to being able to add and edit notes, you can also export the additional information, making it easy to share information with other team members or stakeholders.
Desk365 makes it easy for you to keep track of time spent on your tickets. Once you’ve started adding time spent on your tickets, you’ll see it appear in your exported data as well as in your reports.
