Track Time Spent on Each Ticket for Accurate Service, Billing & Productivity

🟩 1. What Is Ticket Time Tracking?

Ticket Time Tracking allows agents to record the time spent working on a ticket. It helps you measure:

• Technician productivity

• Service time per issue

• Billable vs non‑billable hours

• Warranty claim justification

• Customer service efficiency

Time Tracking = Accurate measurement of effort and cost.

🟩 2. Why Time Tracking Is Important

• Helps calculate service charges

• Supports warranty approval decisions

• Improves technician performance analysis

• Helps identify slow processes

• Provides accurate billing for paid services

• Ensures transparency with customers

🟩 3. Types of Time Tracking in Zoho Desk

1. Manual Time Entry

Agents manually add time spent on a ticket.

2. Timer‑Based Tracking

Agents start/stop a timer while working.

3. Automatic Time Tracking

Time is logged automatically when:

• Ticket is opened

• Ticket is updated

• Agent is assigned

(Depends on your Desk settings.)

🟩 4. How to Enable Time Tracking (Step‑by‑Step)

Step 1: Go to Setup

Step 2: Select Time Tracking under Automation

Step 3: Enable:

• Manual time entry

• Timer tracking

• Billable/non‑billable options

Step 4: Save settings

Time tracking is now active for all tickets.

🟩 5. How Agents Log Time on a Ticket

Method 1: Manual Entry

1. Open the ticket

2. Go to Time Entries

3. Click Add Time Entry

4. Enter:

   • Time spent

   • Billable or non‑billable

   • Notes

5. Save

Method 2: Using the Timer

1. Open the ticket

2. Click Start Timer

3. Work on the ticket

4. Click Stop Timer

5. Save the entry

Method 3: Auto‑Tracking

If enabled, Desk logs time automatically.

🟩 6. Time Tracking Fields Explained

• Hours/Minutes — Time spent

• Billable — Chargeable to customer

• Non‑Billable — Internal work

• Work Type — Installation, repair, inspection

• Notes — What work was done

🟩 7. Examples for Kanchan Electronics

1. Service Visit

Technician logs:

• 45 minutes inspection

• 30 minutes repair

• Billable = Yes

2. Warranty Claim

Warranty team logs:

• 20 minutes verification

• 10 minutes approval

• Billable = No

3. E‑commerce Issue

Agent logs:

• 15 minutes order tracking

• 5 minutes customer update

• Billable = No

4. Installation Request

Technician logs:

• 60 minutes installation

• Billable = Yes (if out of warranty)

🟩 8. Reporting & Analytics

Time tracking data appears in:

• Ticket timeline

• Time Entry reports

• Technician performance reports

• Department workload reports

• Billing summaries

This helps identify:

• Slow processes

• High‑effort product categories

• Technician efficiency

• Service cost per ticket

🟩 9. Best Practices

• Make time tracking mandatory for technicians

• Use billable/non‑billable correctly

• Add clear notes for every entry

• Review time logs weekly

• Use reports to optimize service operations

• Train agents to use the timer for accuracy

🟩 FAQs

Q1. Can customers see time entries? Only if you choose to show them in the Help Center.

Q2. Can I edit or delete time entries? Yes, based on permissions.

Q3. Can time tracking be department‑specific? Yes, each department can have its own settings.