Track Time Automatically or Manually with the Timer
A recent upgrade to Zoho Desk has made this web-based help desk software even more valuable. Time Tracking is the newest feature, allowing you to track time spent on tickets and add billable time entries based on predefined costs. The ease and efficiency of this new component is instantly identifiable — it’s such a no-brainer that you may wonder how Zoho Desk ever existed without it! We’ve spelled out the details of this streamlined process below:
The timer is a stopwatch on the top of the page that tracks the amount of time spent working on a ticket or task. Press pause and start to pause and resume the timer as needed. When you click pause, the accumulated time is held for you. You can restart the timer to pick up where you left off, or you can apply the accumulated time to your timesheet. There is also a refresh button to reset the timer, allowing you to start the timer over.
- Timer displays accumulated time in the HH:MM:SS format, starting at the one-second mark
- Timers can be run on multiple tickets simultaneously
Tracking for Tasks
Simplicity is the name of the game, which is why tracking time for tasks is very similar to tickets. The chief difference? An administrator could restrict you from running the timer on multiple tasks at once. When this happens, a pop-up on the upper right area of the screen prompts you to submit the time spent on the current task before beginning the timer on the new one.
Clicking “Yes” in the above box will submit the timer for the accumulated time for the current task and start the timer on the new task.
How to Track Active Timers
Although you could run the timer on multiple tickets and tasks, it’s useless if you don’t remember to stop and submit their time. When you have lots of work on your plate, paying extra attention to a timer is the last thing you want to do. That’s why Zoho Desk includes My Active Timers, a view that lists all of your active timers in the department. (Because let’s face it, multitasking is no longer just a mark of efficiency, it’s a way of life)
To view your active timers:
1. Log into Zoho Desk
2. Check the Pending Activities icon
3. A new window slides open on the right hand side of the screen
4. Click the My Active Timers icon at the top of the window.
Your active timers along and their accumulated time are listed here. You can pause, stop or reset the timer corresponding to a ticket or a task from here.
Automatic Tracking for Tickets
In automatic tracking, the timer starts every time a ticket is opened in your browser and stops when an action is completed. The actions to be tracked are set up at the department level by your administrator. For example, sending a reply, drafting a response, leaving a comment, etc. If no action is completed the timer does not record an entry. Also, while you can pause, resume, and reset time on an automatic timer, you cannot stop or submit your time since it gets added once you complete an action on a ticket.
*The timer is visible only if your administrator has enabled your ability to view the timer under settings. Otherwise your time will be submitted in the background.*
If you started the timer one hour ago, but at some point you took a 15 minute break, you must discard this time before submitting it. That’s why Zoho Desk allows you to review and edit your time spent on a ticket. A pop-up window appears with the choice to submit or ignore the spent time. You have 10 seconds to review the time before it gets auto-submitted.
For example in the image above, you have 10 seconds from when the window appears to submit the accumulated time. Failure to do so will automatically submit the displayed time. However, if you need more than 10 seconds for review, click on the tracked time to remove the countdown and remain on the window.
*This review window is visible only if your administrator has enabled your ability to edit your time spent on tickets.*
**You cannot review or edit the time spent in manual tracking mode.**