Incident Management

How to track time for tickets?

Dennis Braganza Apr-23rd, 2020 19:46 0 0

How to track time for tickets?

Time tracking is a function provided under the billing module as a method of calculation. Under billing we have time based billing and incident based billing. Time based billing requires you to keep a track of time spent by every staff member in order to resolve client queries specified in the ticket. In every ticket received in the system there is a ‘Clock’ icon

on the top of ticket details. When a ticket has been assigned to a staff member, it is essential to maintain the SLA and respond back to client queries in a timely manner.

There is an option for the clients to opt for either manual time tracking or automatic time tracking. This time tracking entry is essential for generating invoices in the billing module. These time tracking entries, either manual or automatic, add up over time and are maintained for reference. To enable staff members to start and stop timers, you have to make sure you have enabled permission to time tracking from the role access.

Admin settings>user>role>staff>update role>time tracking

If you are using automatic time tracking, the timer on the clock needs to be started when the staff member starts working on the ticket. Then the staff studies the issue and comes up with a feasible and appropriate solution for the client's query. When the reply is sent, it is expected from the staff member to stop the timer, signifying that his work on this ticket is done. The same procedure is followed every time any staff member has to respond back to a client query. If you wish to use manual time tracking, you can opt for the ‘add time tracked’ option. Through this option your staff can add the cumulative time required by them to resolve the query.

Therefore if automatic time tracking is opted, your staff can operate the timer and let the system add the timer entries in the backend or your staff can manually add the time tracked. The bill time and work time can be defined by you while creating a package for the client. Here, you can add the details manually and likewise the amount will be deducted from the prepaid credits or a fresh invoice will be generated.

The average response time can also be calculated by adding the total time taken by the staff member to respond back to client queries divided by the total number of client responses. We also have reports available for the same.

The client may opt for a prepaid or postpaid billing system. Depending upon the billing type, you can select whether prepaid credits have to be redeemed or the client will be billed afresh. Under the prepaid billing system, you will have to define packages for the clients. According to the package the client will pay in advance and credits will be added to his account. If the client opts for postpaid, at the end of a predefined period an invoice will be generated which will be sent to that client for payment.


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