Keep track of time and payments, now from within Zoho Desk.
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 Timer
Zoho Desk's Time Tracker Enhancements help keep track of every second of work put in by every agent. Your team can clock in working time either manually for every ticket, or set it to automatically track the time they spend on each ticket. These time entries can be added not only to tickets, but also to estimates and invoices created by agents, and even sent over to the customer.
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.
Setting up manual or automatic time tracking
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.
Automatic Tracking
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.
Time Tracking and Billing
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.
Set up billing preferences
View billing history
Active Timers
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.
View Active Timers
And as always, happy ticketing!
Cheers,
Team Zoho Desk
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