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A simple way to track time spent working on tickets (not a timer)
Posted Jul 12, 2021
Hi all,
I work for a school district in a Helpdesk that repairs devices in-house and goes on-site to fix issues. We are looking for a simple way to track time spent on issues, NOT a timer that activates when we're in a ticket. (We're not billing anyone. We don't care about the amount of time spent in the ticket … just the amount of time spent fixing the problem.)
Ideally, every time we update a ticket, we would like to enter the amount of time the technician spent on that particular "leg" of the ticket in 5-, 15-, etc. minute increments.
Then, once we close the ticket, we would like those increments to be added up and attached to the ticket as the total amount of time spent on the ticket. Bonus points if we can then look up this data in a report format.
Anyone know of anything like that?
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5 comments
Stephen Belleau
A couple of potential options:
- Yes, the Time Tracking app includes a timer on the ticket, but it can also be configured to allow an agent to manually enter time. This is one of the settings:
- If that's still not ideal, perhaps just create a simple numeric custom field? With that, you'd either have to rely on your agents to add the current leg's # minutes to the existing number -- or, just have them enter the current leg and I believe you can sum each leg in the Ticket Updates dataset. But you may want to test that.
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Steve Rinehart
Thank you. I appreciate your response. Unfortunately, as a small public school district, we cannot justify upgrading to the Professional or Enterprise plans for one app.
We will need to just use a numeric custom field.
I do not see a way to sum each leg in the Ticket Updates dataset, however.
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Dave Dyson
Hey Steve,
It looks like you're on the Support Team plan, and that plan allows access to pre-built apps (like the Time Tracking App) in our Marketplace. Support Professional and Enterprise is only required if you want to create your own custom apps. Hope that helps!
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Rolf Hayes
Hello Dave Dyson (gmail)
This app would be really useful for us too but I can't see how this works on the Support Team plan. Please help me enable this app for our subscription as you mention above.
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Neil
The app is available to the Professional plan or above and cannot be enabled for Team plan. In your case, before you can make use of the app a plan upgrade would be required.
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