Keeping track of the time spent on each ticket helps you generate timesheets and invoice your clients. Freshdesk's Time Sheet Summary lets you generate and analyze the time-spent on your customers, groups of customers, by your agents - so that you can understand the actual amount of working hours spent.
Here are some of the things that you can do with this report:
Compare the Billable vs. Non-billable time spent for each client
Filter and export the custom dropdown and dependent dropdown fields
Group by Customer, Agents, and other key fields for ease of invoicing/billing
If you have added Notes for reference in the Time tracked, you can view them in the Columns
To select the columns that you want to Export:
Login to your support portal as an Admin/Supervisor.
Go to Analytics> Curated> Time Sheet Summary.
Choose the Agents and Customers that you wish to generate this report for, using the filters on the left.
The Custom dropdown and Dependent dropdown fields are also available as filters.
Select whether you want to generate the report by billable or non-billable time spent.
Select the time period for this timesheet based on the available options, or enter the specific date range for this report (maximum of 6 months).
Pick columns that you’d want to view/export and click Generate.
Click on Export to download this timesheet report as CSV.
If you wish to receive it as a PDF, click Email PDF.
Understanding the file format of the Timesheet Report