Time tracking

Enterprise feature (new in 1.19.1, helpdesk). See the Helpdesk overview.

Every ticket in the desk has a Time card in its side panel, for the time agents spend on it. Requesters, CCs and portal customers never see it.

The timer

Start the timer while you work on a ticket and Stop it when you are done: the time is logged on the ticket. The card shows the running clock (“Timer running · you”).

You have one timer. Starting it on another ticket stops it on the first one and logs that time there (“Timer moved here. Logged 18m on #1047”). A timer left running stops counting at 24 hours.

Logging time by hand

Log time opens a dialog: Hours, Minutes and an optional Note (“What you did”, up to 300 characters). An entry is from 1 minute to 24 hours.

The card lists the entries (“You · today 18m”, “Ana Kowalski · investigation 25m”) and the Total on this ticket.

• You can Edit and Delete your own entries.
• Team leads (Manage people in their teams) can edit and delete their team’s entries.

Asking for time when solving

A team can ask its agents for their time on every ticket they solve. In Desk settings → Teams, turn on Ask for time when solving on the team’s card (team leads, for their own teams).

Then, when an agent solves one of the team’s tickets (from the status menu, with e, or with Send and set → Solved in the composer, including a macro that solves), the desk asks Log your time before solving?. A running timer is filled in, to adjust if needed. Leave it empty to solve without logging time. Cancelling sends nothing and solves nothing.

Reports

Reports gain two measures:

• Time logged: the time agents logged in the period, by hand or with the timer.
• Time per ticket: the average time logged on tickets solved in the period that have time logged.

Split them by assignee, team, request type or category, like any measure.

Exporting logged time

A Time logged widget on a dashboard has an Export button: it downloads the time entries behind it as a CSV, one row per entry, newest first, for the widget’s period and its team, person, request type and category filters. It isn’t shown while you edit the dashboard.

The same file downloads from /api/helpdesk/time/export while you are signed in to the desk. Narrow it with from and to (YYYY-MM-DD, in the helpdesk’s time zone), team (team ids, comma-separated), agent, request_type and category:

https://docs.example.com/api/helpdesk/time/export?from=2026-10-01&to=2026-10-31&team=3

Both need the desk capability Export tickets (Managers and Admins, out of the box) and follow your queue: every team if you work every team, otherwise your teams’ tickets, tickets assigned to you and your own entries. Each export is in the audit log.

When tickets are merged, their logged time and any running timer move to the ticket kept.

In the audit log

Action	Shown as
helpdesk.time.logged	Logged time on a ticket
helpdesk.time.edited	Edited logged time
helpdesk.time.deleted	Deleted logged time
helpdesk.time.exported	Exported logged time
helpdesk.team.time_setting_changed	Changed whether a team is asked for time on solve