We use the time tracking features of FreshDesk quite extensively for tracking billable time as well as for doing payroll. We have found that tracking time directly in the tickets we work has allowed us to find a lot of otherwise missing billable time that wasn't getting recorded. We had this in our previous system and found so much time this way that it was a necessity in finding a new system - which led us to FreshDesk.
Another feature that it would be really great to have would be mileage tracking. We do a lot of on site work and marketing that requires a good bit of driving around town. In order to keep up with this "after the fact", we have to have a record of every ticket we worked on our calendar so that we can get our mileage recorded, or we have to use another separate system.
I tried to setup some custom ticket fields for this and it almost works, but we really need to be able to track miles for multiple agents per ticket. For example, if we start a ticket as an IT Assessment, I (the business owner) might go out to the client to meet for their needs and have to track the miles for this, then a technician would go out to perform the initial assessment itself and track miles for it. We need to be able to report on these for each person.
I tried to create a custom field dropdown for the employee, then a number of miels, but that only allows for one employee to have miles for each ticket. To do all of them, I'd have to have 4 pairs of fields - one pair for each person/number of miles on staff. As the staff grows, this would get ridiculous.
Any thoughts on adding such a feature that could be reported on or a way to do this with custom fields in some way?
