Why should you track time spent on a ticket?
The moment you answer the support hotline, or respond to a customer query, the clock starts ticking. So it only makes sense to keep track of how much time you and your team spend supporting a customer. If you are charging clients based on the time spent supporting them, the need to track time is obvious. But even if you aren’t, keeping a log of how much time your agents spend on a ticket, and what they did in that time gives you a deeper visibility on how your helpdesk is performing.
Focus on your work. Let Freshdesk handle your time...
With cool in-built Start/Stop timers, Freshdesk lets you focus on your work, while it silently keeps track of the time you spend on each task or ticket. When it’s time to invoice your clients, Freshdesk has a Time Sheet ready with all the details of your work.