Hello,
If you're someone who uses 'MS Excel' and the 'Timesheet summary' report in Freshdesk to bill your agents, here's a useful tip for you.
The Timesheet report data lists all the time entries recorded in HH: MM format. This is helpful when you'd like to quickly glance through but it's tricky when it comes to invoice creation or calculating the cost of your support center.
Here's an easy way to handle this in your Macros and facilitate the invoice management tool to bill your clients/agents:
You can add the following formula to your Macros to convert the time entries to decimal. This will enable you to easily sum up the total time spent on support tickets and also send the value to an external tool for billing purposes.
HOUR(A2) * 60 + MINUTE(A2) + SECOND(A2) / 60, where A2 is the cell value
Cheers!