Working on tens or even hundreds of tickets a day can leave your workforce  lost on  how much time went into what issues. This kind of information can be useful for streamlining of the team's effort, and crucial for matters like billing your customers.

The time tracker is department-specific. Admin-level users can set it to either Manual or Automatic for tickets. For Tasks, only manual time tracking is available.

Manual Tracking 

The manual tracking mode requires you to start and stop the timer every time you work on a ticket. Once you're done, it automatically adds the time spent to the Time Entry section. 

Tracking time for tasks is quite similar to tickets. However, administrators have the added advantage of restricting you from running the timer on multiple tasks at a time. In case you do, a pop-up appears in the upper right area of the screen that prompts you to submit the time spent on the current task before starting the timer on the new one.

In automatic tracking, you don't have to worry about pressing 'start' or 'stop' every time. The timer starts when a ticket is opened in your browser and stops when an action is completed. The actions to be tracked can be set up by your administrator. Sending a reply, drafting a response, leaving a comment, etc., are examples of actions that can be set up. If no action is completed the timer does not record an entry.

Zoho Desk not only lets you track time, but also lets you apply your billing rate to each time entry. All you need to do is set hourly billing rates by agent, by profile, or by ticket. All the math is automatic, and the rates get associated with the corresponding time entries. You also get detailed insights from built-in reports for time tracking. 

When you have a lot going on, paying attention to a timer is the last thing on your mind. That's why Zoho Desk has My Active Timers, a view that lists all of your active timers in the department.

And as always, happy ticketing!

Cheers,

Team Zoho Desk