Time Spent feature on HappyFox allows agents to log time spent while working on support tickets.

Available on all pricing plans.

Adding time spent on tickets:

• Agents can add time spent on a ticket for every ticket reply or a private note added.
• The time spent on a ticket is the cumulative value of all the individual time spent on ticket replies and private notes.

Note: You can enable the Auto-timer for time tracking to automatically start tracking time. Click here to know more.

Viewing Time Spent by Agents on Tickets:

• The total time spent on a ticket is displayed under the "Time Spent" Section.
• You can also add time spent manually to tickets, by clicking "Add Time" in this section.

Making Time Spent Addition Mandatory:

You can set adding time spent mandatory for each ticket reply / private note. This restriction can be configured at per category level. Steps to enable this feature:

• Go to Manage >> Categories.
• Click "Edit" on the desired Category.
• Under "Ticket Update" options, enable "Adding time spent should be mandatory"
• Click "Save Settings".

Enabling Time Spent by agents visible to contacts:

If needed, the time spent on tickets by agents can be shared with the contacts associated with those tickets. Steps to enable this feature:

• Go to Manage >> Account Settings >> Support Center Settings.
• Under Ticket preferences, enable " Show time spent on the ticket to contact".
• Click "Save Settings".

Reporting on Time Spent:

If you would like to track the time your agents spend on tickets, you can generate reports, and analyze the time spent by agents. Click here to know more.