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Project Time tracking by agent

  • March 3, 2023
  • 1 reply
  • 65 views
Z
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Does anyone know how to create a project time tracking (sum) by agent by day?

I have made one that I thought would work but the “Date Range Dimension” skews the data. I have some tasks that may be not be closed yet, but I still need to see the current time tracked against them (preferably without exporting a spreadsheet). If I set this as created date, it will only track time for the date that it was created, even if I track time against it at a later date. 

 

I just want to be able to see in a chart how much time is tracked per day, per agent within a particular project.

Thank you for y’alls time!

zachary.king
Kamakshi V
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1 reply

harveey47
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  • harveey47
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  • 3 replies
  • March 13, 2025

1. Use Time Entry Date Instead of Task Creation Date
Instead of relying on the task’s Created Date, try using the Time Entry Date as your dimension.
If Freshservice allows, filter for time logs rather than tasks to get a more accurate breakdown of hours logged per agent per day.
2. Utilize Custom Reports & Widgets
In the Analytics/Reports Module, try creating a Custom Report based on time logs.
Use Agent Name, Date (Time Entry Date), and Hours Logged as metrics.
Group by Agent Name and Date, then sum the hours.
3. Explore the Freshservice API
If built-in reports don’t work, the Freshservice API can pull real-time time-tracking data and generate a daily summary using Power BI, Google Sheets, or a dashboarding tool.
4. Automation Workaround
If Freshservice has a way to log daily entries automatically, an automation could track time per agent per day and store that as a separate field for reporting.
Would be interested to hear if anyone else has solved this! Have you tried using Task Updated Date instead of Created Date to track time more accurately?

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