Hi, we operate a typical IT consulting firm where blocks of hours are purchased at a discount. Our clients would like to see how many hours are used up as time is entered against tickets.
How do I do this?
Closed
Show Client Time Spent
I also operate on retainers that include blocks of time for support. I real-time view of the time used against time available to each company would be very helpful.
This would also be very beneficial for us. Allowing customers the ability to see time tracked against tickets will provide transperency and allow customers to see how much time their tickets are using of the allocated resource.
Has anyone found a solution for this? The only workaround I can think of...is to create an "Actual Hours" custom field on the ticket..and then manually enter in the time worked on the ticket into this field (in addition to the time tracking section for the reporting).
Hello all,
We do have the ability to track time on tickets - I'm attaching 2 solution articles links.
1. Agent guide to tracking time on a ticket - https://support.freshdesk.com/support/solutions/articles/37583-keeping-track-of-time-spent
2. Time sheet report - https://support.freshdesk.com/support/solutions/articles/37635-time-sheet-report
I hope this helps.
Thanks,
Sudha
Is there a way to add a module to each Company page such that if we go into a Company, we can see their total hours spent working on tickets, as well as a field where we can input the number of hours they have purchased?
Hi freshdesk support, i think you response to the original poster was not 100% accurate.
What he's looking for, and i myself does the same type of billing.
Client purchase 50hrs of credit in advance.
Every ticket that works on, and time is added, we would like to see the overall balance left over, so client can directly see their balance.
** TIP. to original poster.
To over come that issue, i use Zoho Invoices, which handles Retainers, so when ever i sent out my monthly billing, clients can see how many credit they have remaining.
would be nice to see how many time they have left also in the HelpDesk software
What he's looking for, and i myself does the same type of billing.
Client purchase 50hrs of credit in advance.
Every ticket that works on, and time is added, we would like to see the overall balance left over, so client can directly see their balance.
** TIP. to original poster.
To over come that issue, i use Zoho Invoices, which handles Retainers, so when ever i sent out my monthly billing, clients can see how many credit they have remaining.
would be nice to see how many time they have left also in the HelpDesk software
+12Hello,
This would be possible by using the portal customisation feature on the Estate plan. You can display the time tracked per ticket using the placeholder {{ticket.total_time_spent}} in the ticket details page.
To do this, you can navigate to Admin-> Portals -> Customise portal -> Portal pages -> Ticket Details page and add the following code as described in the pic below.
<h3> Time spent on this ticket: {{ticket.total_time_spent}} </h3><br/>
This will add the time logged on the ticket to the ticket properties side bar on the portal.
Cheers!
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.