Keeping track of time spent on tickets

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.