Como controlar horas gastas

For companies who charge customers for the support provided, track and report hours spent time recording to calculate the value of this collection is a very important feature. For service providers, the helpdesk directly examine the time spent billable and non-billable is essential. Even for companies that do not need to track time, keep a table with the hours spent by each analyst in a ticket and know which types of ticket seem to demand more hours is very useful for scaling and managing support efforts. 

Control hrs

With the Control Freshdesk hours, you can track hours spent by each analyst in support to customers and thus know how is the overall performance of the helpdesk. The Freshdesk allows agents to control their own hours spent on a ticket with automatic timers start and stop. Analysts can also manually register the hours spent, in addition to detailing their activities during this period through comments.

If an analyst forget to stop a timer triggered, the Freshdesk does this automatically so that the analyst perform any other activity or when starting work on another ticket.

Quick guide to control hours automatically

●  Open a ticket to start working on it.

●  Click Add Time.

●  To start tracking the time automatically, click Start stopwatch and continue working on the ticket.

●  A new record of hours is added to the ticket.

●  Click once on the clock icon in record time to stop the stopwatch.

●  You can click the clock icon again at any time to restart the timer.

●  At the time recording, click Edit to edit details, add activities or post comments.

●  Check the box "Mark as billable record" to set this record in their reports as billable hours worked.

●  For non-billable hours spent, uncheck this box.

●  When finished, click Update.

Quick guide to control hours manually

●  Open a ticket to start working on it.

●  Click Add Time.

●  Enter the amount of hours spent on the ticket in "Hours".

●  Add comments or detailed activities in "Note".

●  Click Save to save this time recording.

●  You can edit your timesheets by clicking the "Edit" option that corresponds to the record.