Hi @Mikester 

For manual tracking, agent has to start/stop the timer - https://support.freshdesk.com/en/support/solutions/articles/37583-keeping-track-of-time-spent

To start logging time automatically, you can use the marketplace app - https://www.freshworks.com/apps/freshdesk/auto_start_timer/ which enables to track time automatically and also the same can be pulled as data in analytics

If you’re on Pro or Enterprise plan, then you can use the native feature Average Handling Time which as well helps to track the agent metrics on the tickets. Curated report already available for this feature.

Cheers

Hello Vinoth

I have tried both the solutions you mentioned. The problem is, when we start the ticket, there is no option to start logging the time.  Where would we find this as it is not on the 2 normal places on the right side and where you click on the 3 buttons above the ticket.

@Mikester Can you provide a screenshot of the same for better understanding?

Logging a new ticket screen:

Working on an existing ticket you have the two options of logging the time:

On the right side

On top

@vinothkumar.manoharan sorry for hassling, but do you have a solution for this?

Hi @Mikester 

Timer option will be available only post ticket creation. It cannot be enabled on a new ticket screen. 

Cheers