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It makes sense to keep track of how much time is spent supporting a customer. If customers are being charged based on the time spent supporting them, the need to track time spent is critical. Even if that sin;t the case, keeping a log of how much time agents spend on a ticket, and what they did in that time provides deeper visibility into the team's performance.

All the time entries listed for a specific ticket or a service task is called a Time Log in Freshdesk.

With in-built Start/Stop timers, Freshdesk silently keeps track of the time you spend on each ticket or service task. When it’s time to invoice your clients, Freshdesk has a Time Sheet ready with all the details of your work. 

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