Time tracking
Track time and timesheets
Time tracking lets agents record work from tickets, add manual time, and review their own timesheet.
What agents get
Ticket timer
Agents can start and stop time from a ticket.
Manual time log
Agents can add time manually when work happened away from the timer.
My Timesheet
Agents can review time they logged on tickets and other work.
Time reports
Managers can review logged time by agent, ticket, category, and period.
Turn on time tracking
- 1Go to Settings, then Workforce Management.
- 2Open Time tracking.
- 3Turn on Enable time tracking.
- 4Set Weekly targets if managers compare expected hours with logged time.
- 5Decide whether to enable timesheet approvals, billable time, or attendance.
Weekly targets
Weekly targets are expected weekly hours. You can set an organization default and per agent overrides. Team Timesheets compares each agent against the target.
Turning it off keeps history
Turning time tracking off hides the timesheet features. Time already logged is kept and reappears if you turn it back on.