Overview
Time tracking lets agents log the time they spend on tickets and projects. Logged time is used for:
- Contract billing (counting against included hours)
- Billing reports (generating invoices for time-and-materials work)
- Agent performance metrics
- Project cost tracking
Logging Time on a Ticket
- Open a ticket.
- Click the Log Time button (clock icon) in the ticket sidebar or at the bottom of the activity feed.
- Fill in:
- Duration — hours and minutes (e.g. 1h 30m).
- Date — defaults to today; change if logging after the fact.
- Description — brief note on what was done.
- Billable — checked by default if the ticket type has
billable = true; uncheck for non-billable work. - Contract — auto-populated from the ticket's linked contract; change if needed.
- Click Save Entry.
The time entry appears in the ticket's activity feed and in the contract's usage total.
Editing & Deleting Time Entries
Agents can edit or delete their own time entries from the ticket activity feed for up to 24 hours after creation. Admins and Managers can edit any time entry at any time.
Timesheets View
Managers and Admins have access to Helpdesk → Timesheets (or Projects → Timesheets for project time):
- See all time entries for a selected date range.
- Filter by agent, customer, contract, or billable status.
- Approve or flag entries.
- Export to CSV for payroll or invoicing.
General Time Entries
Time can also be logged outside the context of a specific ticket or project — e.g. for administrative tasks, meetings, or training. Use the + Log Time button on the Timesheets page, set the Kind to "General", and fill in the description.
Billing Time
Once a billing period ends, the billing run collects all billable time entries not covered by a contract's included hours. The monthly billing run aggregates these into bills per customer which can be sent automatically or exported to InvoiceNinja for delivery.