Ticket time tracking helps technicians accurately capture the duration of support and provides a convenient way to monitor and manage your time spent on ticket resolution. You can track your time on a ticket with the ticket timer, or add entries manually.

To customize ticket timer settings, see Ticket settings

Track time on a ticket

To track time worked on a ticket, go to the Tickets page, and select a ticket.

From the Time tracking tile, you can use the timer or manual entries, and view all time entries.

Ticket Timer

To start tracking time, from the Time tracking tile, click Start. To stop tracking time, click Pause.

Manual time entries

1. From the Time tracking tile, click + Manual Time Entry. 

The Add time entry window appears.

2. Enter the Duration and Description for the time entry.

Note: The duration is set by default on the Ticket settings page. Manual input will override the default for the time entry.

3. Click Show more to enter additional time entry details.

• Start date: Date and time the entry started.
• End date: Date and time the entry ended.

Note: You can add the start and end time based on the 12 or 24 hour clock.

• Billable: Select this checkbox to make the time entry billable.
• Rate: If billable is selected, enter the rate for the billing.
• Technician: Select the technician that worked on the entry.

Note: A contract with available contract rates must be applied to the ticket to select Billable and Rate for a time entry.

4. Click Add.

View all time entries

1. Go to the Tickets page, and select a ticket.

2. From the Time tracking tile, click View all time entries.

The time entries page appears and displays the entry details including Technician, duration, billable, rate, and notes..

Edit and delete time entry

To edit or delete a time entry, click the edit or delete icon.