Skip to main content
  • EN

Hi everyone, 

 

Is there a way on FreshService to monitor / track how much an incident costs per agent? 

 

Say an agent’s cost per hour is £10 and they work 30 minutes then the cost of that incident will be £5.00/ 

I know this is a feature in a lot of other ticketing systems but cant seem to locate it in FreshService. 

Heyy @aaron_jhg - I just noticed that you have a Freshservice query but was marked under CX best practices. Kindly, please mark it in the correct category so our community manager can assist you! @rajagopal.baladhandayutham please could you help with his query?

Hi @aaron_jhg

While there is no direct way to capture the cost associated per agent in a ticket you can add Time Entries to tickets which can later be reported. However, the cost calculation is not feasible at the moment with reports inside Freshservice.

You can refer to the below solution article:

https://support.freshservice.com/en/support/solutions/articles/164867-adding-time-entries-to-your-tickets-problems-changes-and-releases
 

I would use a custom object to hold the ££ and then a workflow to upddate the time entry. You could then use a custom metric in the analytics to work out the costs. 

Terms of Use