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Help Desk - Billable Hours and Time Tracking

 
The help desk allows staff members to record billable hours and track time spent resolving each ticket. Time entries for a specific help desk ticket are visible while viewing the ticket details.  Additionally time tracking entries related to tickets belonging to a division are visible while viewing a Companies and Divisions details.
 
Time tracking allows staff and managers to monitor the time spent on any task and identify where support and work hours are spent.  Time may be marked as "Billable" and non-billable time.  Bill codes can be applied to time tracking entries for classification by staff. Properly tracking billable and non-billable time on task provides accountability and proper records for generating invoices for services performed or time spent from invoicing and billing applications.
 
To add a time log record entry to a ticket open the Ticket Details from the Ticket List and click on the Log Time icon on the Ticket Details Menu.
 
Edit Billable Hours Attached To Ticket Dialog
1

Start Time Tracking

Start Billable Hours Timer Control
Start timer opens a timer dialog that allows a staff member to start, stop and pause time tracking.  The timer dialog displays the time tracked for the current log entry.
2

Pause Time Tracking

Pause Billable Hours Timer Control
Pause time tracking temporarily pauses the timer.  Time will not be tracked while the timer is paused. 
3

Stop Time Tracking

Stop Billable hours Timer Control
Stop tracking time will close the timer dialog and stop tracking time for the current help desk ticket time log entry. A dialog will be displayed to the staff member that initiated time tracking that will allow the user to specify details for the time log entry that will be created for the current time tracking event.
4

Manually Log Time

Log Mor Time on Help Desk Ticket Control
To manually record a log entry and specify details related to the time that should be logged a staff member can click on the Log More Time button.
5

Mark Log Entry as Billable

Checkbox
Time log entries allow for time to be marked as billable or non-billable.  This is provided to assist in making sure that customers are invoiced correctly for time spent on tracking and resolving customer service, help desk and ticket system tasks events. 
6

Mark Log Entry as Invoiced

Checkbox
Time log entries allow for time to be marked as invoiced.  This is provided to assist in making sure that customers are invoiced correctly for time spent on tracking and resolving customer service, help desk and ticket system tasks events.  By marking a time log entry as invoiced staff members and administrators can be assured that time spent on a task was invoiced using an external billing system.
7

Edit Log Entry Details

Edit Log Entry Control
Edit log entry details allows staff members to edit an modify the specifics of a time log entry including the time tracked, start and end dates, as well as the description of the time logged entry.
 
 
Time Entries

Time can be tracked using 2 methods. The first method is to manually enter time records.  When manually entering time records the user has the option to select the staff member, start time and hours and minutes spent on the task.  The user can also specify if the time log entry is "billable" or if the line item has been "invoiced" as well as provide a description for the time spent.  While entering manual time log entries on a ticket task the start time and end time are not required.  The staff memer can supply the hours and minutes, or supply start date and time as well as the end date and time.  In the case where start and end date and time information is provided the log entry manager will calculate the hours and minutes spent on the task.
 
The second method is to use the timer to track time spent while performing a task. Clicking on the "start Timer" button on the Log Time Entry Screen starts the log timer.  The timer is displayed in the upper right corner of the help desk and ticket system.  The timer overlay will stay displayed as long as time is being tracked. The staff member can navigate to other tickets and perform additional functions inside of the help desk and ticket system. While tracking time, the user can close their browser window or sign out of the ticket system.  When the user signs into the help desk and ticket system again on that specific browser, the timer overlay will be displayed in the upper right hand corner.  If the user logs out of the ticket system from their desktop and logs in on a different device the timer will not be displayed. This prevents the timer window from being displayed across multiple devices and is by design.
 
Start Timer Control
 
The functionality of the timer on desktops and mobile devices is slight different.  On the desktop they buttons on the timer bar allow the user to pause, restart and stop the timer.  On mobile devices the timer bar acts as a display only.  Mobile users should click on the log time button again to stop tracking time on a mobile device.
 
When the user stops the time they will have the ability to adjust the information stored in the time log.
 
Edit Time Log Dialog
1

Hours

1. Hours
Each time log entry tracks the hours and minutes logged for each entry.  This text box displays and allows the user to edit the hours associated with the current time log entry.
2

Minutes

2. Minutes
Each time log entry tracks the hours and minutes logged for each entry.  This text box displays and allows the user to edit the minutes associated with the current time log entry.
3

Mark Entry as Billable

Checkbox
Time log entries may be marked as billable.  This allows staff and admins to track work performed that is billable to the customer.
4

Log Entry description

4. Log Entry description
Each log entry can have a description describing what work was performed during the tracked time.
5

Cancel

Cancel Button
To cancel any changes, or cancel adding a new time log entry click on the Cancel button.
6

Delete

Delete Log Button
To delete the time log entry or prevent adding a new time log entry to a help desk ticket, click on the Delete button.
7

Save

Save Time Log Button
To save the changes or add a new time log entry to the help desk ticket's time log click on the save button.
 
Depending on the nuances of how the time record was created and the total duration of the tracked time, the start or end time for a log entry may be "blank."  This is behavior is normal.
 
Viewing Time Log Entries
 
Time log entries can be viewed from each ticket that has time logged. Logged time can also be viewed from the "Company Detail" panel for any company.  This panel displays all tickets that have time logged. Ticket entries displayed on the Billable Time tab by ticket.  Each ticket entry displays the total time logged for each ticket.  Individual time log entries can be viewed by clicking on each ticket entry.
 
Sample Billable Attached To Help Desk Ticket View
1

Logged Time for Date

1. Logged Time for Date
The total billable and non-billable time for any specific date is displayed above tickets with time entries for a specific day.
2

Expand

Expand Control
Click the expand icon to display time log details for any specific ticket with time log entries for the specified date.
3

Collapse

Edit Control
Click the collapse icon to hide time log details for any specific ticket for the specified date.
4

Billable

Billable Checkbox
Click Billable to set or or remove the billable setting for a specific time log entry.
5

Bill Code

Bill Code Drop Down Control
Bill Codes can be defined in the Ticket System and Help Desk Administration Panel.  Bill codes allow the assignment of billing categories to specific time entries.  Billing codes may be used to denote different billing categories or rates related to billing and invoicing the customer, or for tracking the type of time logged.
6

Invoiced

Checkbox
Click Invoiced to mark a time log entry has having been invoiced using your external billing system.