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Time entry at each reply

Related products:Freshdesk
  • October 27, 2012
  • 15 replies
  • 35 views
V
Contributor
Would it be possible for the agent to log time in the same screen as they reply to a ticket? In my business, things go really fast, and we are facing a big problem: if agents are not forced to log time, they just don't...

It happens to me as well. So we are looking for a solution that does not allow the reply of a ticket without logging time.

Also, the time tracking should not be a tab, in my opinion, but something easier to access.

Thanks!

15 replies

T
Contributor
  • thomas
  • Contributor
  • March 20, 2013

I'm totally on board with Vinicius. Enhancing the UX to include that capability intuitively would be a major value-add. Thanks!

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello Vinicius & Thomas,


Thank you for writing to us here in our Forums.


I am sorry that I didn't update here earlier. We are working on a new Ticket view and this feature has been addressed in that. 


We are expecting it to go live in about a month. 


Thank you for coming up with such wonderful suggestions. Please keep it pouring in. 


Thanks,

Annapoorna 

Head of Community
R
Contributor
  • robert_10616
  • Contributor
  • May 29, 2013

I like the new Ticket View however it is still 3 clicks before you can start the timer as you have click on Time Tracked which opens the timer window with logged time and the Add Timer button, you then click on Add Timer which then opens another dialog where we have to click on Start Timer.


Any way some defaults can be setup so we can just click Start Timer once and log time as this current process is rather long.

R
Contributor
  • remi.peters
  • Contributor
  • May 29, 2013

Before Freshdesk, we used OTRS. In OTRS you could change a setting that for every interaction time had to be registered. It was very annoying sometimes BUT everyone added the time spent on each interaction.


I would welcome such a feature, because like Venicius, our agents simply forget to enter time spend.


Greets,


Remi

N
Community Debut
  • nic
  • Community Debut
  • July 22, 2013

Even if the Time Tracking could have the option to be a required field, similar to how the "Ticket Properties" have required fields.


This would be a great help for our team in ensuring every ticket has time recorded against it.

J
Contributor
  • justin.chalk
  • Contributor
  • December 14, 2014

How has everybody dealt with this requirement?


We are now experimenting with the Time Tracking feature. We have managed to use some webhooks to start and stop timers but it would be good if the view was expanded by default.

C
Community Debut
  • cto.richardson
  • Community Debut
  • January 15, 2017
this issue needs to be address.
Time Should be under the REPLY option, and not on the side bar, we need to who how many time was spent on each step of the way, for performanace tracking, and the total time for billing...
seems like most of the cloud help desk are all going into this direction, as if TIME Tracking is not important..
however we can't bill our clients, if we can't track time properly

 

S
Community Debut
  • shammond
  • Community Debut
  • June 22, 2018

This would be an excellent feature to ensure that the logging of time is not missed when closing a ticket.


Anyone from the Freshdesk team able to comment on whether this will be added at some point?

M
Contributor
  • marsha.james
  • Contributor
  • August 16, 2018

I agree, it would be really helpful if you could force agents to enter their times before they changed the status of a ticket.

It's not the easiest thing tor remember to do, so if there was a reminder or something else like that, it would be great.

W
Community Debut
I agree too! It would be great to have a dependency between replying/saving a ticket and the time logging.
What is the roadmap? Will this be developed in the near future? Or maybe as (custom) app?

 

D
Community Debut
  • d.cese
  • Community Debut
  • February 27, 2019

Hello Freshdesk team,

any comment on this feature? are planning to implement it?

Thanks

R
Community Debut
  • reade
  • Community Debut
  • March 13, 2019

Agreed.  This feature should be an option.  

D
Community Debut
  • d.cese
  • Community Debut
  • March 15, 2019

Hi guys,

while waiting for this feature I have done a small custom app that requires at least 1 time entry before closing the ticket.

It works on the new mint interface, maybe it can be useful for some of you.

D
Community Debut
  • dennis.lebar
  • Community Debut
  • August 10, 2019

Has anyone found anything?  I agree something so basic......too many steps should be right on the reply line attached to the reply.  Why have so many steps.

geebranz
  • geebranz
  • March 9, 2021

 hope they would develop those for other clients

 

 

 

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