Guide for UVdesk Open Source Ticket Time Tracking

UVdesk Open Source Ticket Time Tracking module helps admins keep track of how much time agents spend working on support tickets.

Agents add time logs to any ticket, whether assigned to them or not, and mark them as billable or non-billable.

Agents can add multiple time logs per ticket, making it easier to stay organized and resolve issues efficiently.

Admins and agents can use filters to quickly find, sort, and manage time logs for better ticket handling.

The time tracking section updates time logs and displays whether activities are active or inactive.

Agents can stop, delete, or edit their time logs anytime, ensuring accurate and flexible work tracking.

NOTE – To use this Ticket Time Tracking module first, you should need to install UVdesk Open Source Helpdesk.

• Track agent work hours by logging time spent on each ticket.
• Log time for assigned or unassigned tickets with flexible tracking.
• Mark activities as billable or non-billable for accurate time records.
• Create multiple time logs for a single ticket to track progress.
• Use advanced filters to quickly find and manage time logs.
• Track the last update time for each recorded activity.
• Allow agents to stop, delete, or edit their time entries anytime.
• Monitor agent productivity with precise time-tracking.
• Ensure accurate billing by marking specific activities as chargeable.
• Keep ticket resolution organized with structured time logs.
• View real-time status updates for all logged activities.

1. In the root of your uvdesk project, go inside the apps folder and create a new directory called uvdesk.
   
2. Inside the uvdesk directory, you need to place the ticket time tracking package that contains the application.
   
3. Next, run the below commands to complete the setup from the project root directory.

$ php bin/console uvdesk_extensions:configure-extensions

$ php bin/console assets:install

$ php bin/console doctrine:migrations:diff

$ php bin/console doctrine:migrations:migrate

Once your packages have been configured successfully, they are ready for use.

After successfully installing the UVdesk Open Source Ticket Time Tracking module, it will appear in the UVdesk dashboard with its icon.

By navigating to the ‘Time Entries‘ icon, admins view all agent time records with live status updates.

Admins and agents use advanced filters to quickly find, sort, and manage time entries for better tracking.

It also displays each agent’s current activity status along with the last updated time for all activities.

The activity filter helps the admin identify agents who have logged active time records on tickets for better tracking.

Whereas the ticket filters enable the admin to locate agents assigned to that corresponding ticket.

Agents can log activities on any ticket, whether unassigned or assigned to another agent, and set them as billable or non-billable.

Simply navigate to the right-side time entries section of a ticket and click the ‘Add Activity‘ button.

Further, the agents will fill in the activity details, including a description, and choose whether to mark the activity as billable or non-billable.

This way agents can log multiple activities under a single ticket, ensuring better and improved customer support.

Agents can Stop or Delete activities anytime for accurate tracking and also Edit the time spent and description of time entries.

So, that’s all for the UVdesk Open Source Ticket Time Tracking module, if you still have any queries or concerns please raise a ticket on the UVdesk Support Panel.