Tracking your time spent
The Time Tracking feature allows you to track time spent on tickets and activities (i.e., tasks, events and, calls) at the most granular level possible while also adding billable time entries based on predefined costs. Depending on how your administrator has set up the feature you can have your time tracked manually or automatically. Whichever mode is enabled, tracking time is a lot easier with the timer.
Timer
The timer is a simple stopwatch on the top of the page that keeps track of the amount of time you spend working on a ticket or an activity. You can press pause and start to pause and resume the timer as needed. When you click pause, the accumulated time is held for you. You can restart the timer to pick up where you left off, or you can apply the accumulated time to your timesheet. There is also a refresh button to reset the timer, allowing you to start the timer over.
Note:
- Timer displays accumulated time in the HH:MM:SS format, starting at the one-second mark.
- You can run timers on multiple tickets at the same time.
Manual Tracking
The manual tracking mode requires you to start and stop the timer every time you work on a ticket. Click the Start Timer button before you begin your work. When you finish working, simply click on the Stop and Save Time button to automatically enter the time spent in the Time Entry.
For Activities
Tracking time for activities is quite similar to tickets. The only difference being that your administrator could restrict you from running the timer on multiple activities at a time. In which case, there appears a pop-up in the upper right area of the screen that prompts you to submit the time spent on the current task, event, or call before starting the timer on the new one.
For example in the image above, click YES to submit the accumulated time for the current task (displayed inside the pop-up) and start the timer on the new task.
Tracking Active Timers
Although you could run the timer on multiple tickets and activities, it's useless if you don't remember to stop and submit their time. When you have lots of work on your head, paying extra attention to a timer is the last thing you want to do. That's why Zoho Desk has - My Active Timers, a view that lists all of your active timers in the department.
To view your active timers:
- Log in to your Zoho Desk.
- Click the Pending Activities icon (
) on the bottom toolbar.
A new window slides open on the right side of the screen. - Click the My Active Timers icon (
) at the top of the window.
Your active timers along with their accumulated time are listed here. You can pause, stop or reset the timer corresponding to a ticket or an activity from here.
Automatic Tracking for Tickets
In automatic tracking, the timer starts every time a ticket is opened in your browser and stops when an action is completed. The actions to be tracked are set up at the department level by your administrator. For example, sending a reply, drafting a response, leaving a comment, etc. If no action is completed the timer does not record an entry. Also, while you can pause, resume, and reset time on an automatic timer, you cannot stop or submit your time since it gets added as and when you complete an action on a ticket.
Note:
- The timer is visible only if your administrator has enabled your ability to view the timer under settings. Otherwise, your time will be submitted in the background.
Reviewing Time
If you started the timer one hour ago, but at some point, you took a 15 minutes break, you must discard this time before submitting it. That's why Zoho Desk allows you to review and edit your time spent on a ticket. A pop-up window appears with the choice to submit or ignore the spent time. You will have 10 seconds to review the time before it gets auto-submitted.
For example in the image above, you have 10 seconds from when the window appears to submit the accumulated time for the ticket. Failing to do so will automatically submit the displayed time. However, if you need more than 10 seconds for review, click on the tracked time to remove the countdown and remain on the window.
Notes:
- The review window is visible only if your administrator has enabled your ability to edit your time spent on tickets.
- You cannot review or edit the spent time in manual tracking mode.
Also Read: Setting up Time Tracking
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Setting up Time Tracking
Time management is essential, more so in the context of delivering quality customer service to your end users. When a ticket is received, the customer in question would want it to get resolved at the earliest time possible. Similarly, as a support ...Setting up Zoho Projects Integration
Encourage collaboration between your customer support and product teams by integrating with Zoho Projects. The integration enables you to automatically create tasks and submit issues in Zoho Projects from inside support tickets. For example, if your ...FAQs: Ticket Management
What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents categorize ...Tracking Goal Metrics using PageSense Integration
Finding out how your help center helps your customer support process is as important as tracking its page views and visitors. For example, you might need to track specific visitor interactions on your help center like form submissions, button clicks, ...Get Ticket History API - Explained in Detail
Introduction This API fetches details of all actions performed on a ticket and in the sub-tabs on the ticket detail page. Request Format GET: api/v1/tickets/{ticket_Id}/History Query Parameters from - int - Index number, starting from which the ...
New to Zoho LandingPage?
Zoho LandingPage Resources