⏳ This feature is in early
release for some Teamwork.com
accounts.
Within Teamwork Desk, you can use the time tracking feature to log time on tickets.
Note: You must first enable the time tracking tool in your Teamwork Desk site settings.
When viewing an individual ticket, you will see a Time Tracking subsection in the ticket options sidebar to the right of the ticket thread.
Any time previously logged on the ticket is listed in this section. An agent's ability to view these time entries depends on your site's time tracking settings.
- Allow agents to see all tracked time must be enabled in order for agents to view all time entries on a ticket. When this setting is off, agents can only see their own time entries.
Logging time on a ticket
Depending on the time tracking settings enabled for your site, you can allow time to be tracked manually or automatically.
Agents with permission will see a Log time button below any existing time log entries in the Time Tracking section of the ticket sidebar.
When manually logging time, you can enter the total time in hours and minutes and also associate the entry with a specific date. The time entry can also be set as billable and a description can be added. The ticket URL will be included as default, which can be edited per time entry.
It's also possible to log time on behalf of other users if you are an administrator.
Once you click Save, the time log will be listed in the Time Tracking section of the ticket details pane.
If automatic time tracking is enabled, a timer will start automatically in the bottom right of a ticket when you open it. Each time you send a new response or add a note on the ticket, a new time log will be created based on the timer tracked time.
When creating a new ticket or a message, the timer will start automatically in the top right corner of the new ticket form.
Logging time to Teamwork.com
The Time Tracking section also provides the ability to easily copy ticket time logs to a project or task on Teamwork.com. This option will log time both to the ticket and the project/task.
You can easily copy time already logged on the ticket, to a project and or task by selecting the time log(s) and clicking ‘Add to a project’.
A modal will ask you to choose to log the time either to a linked task on the ticket, or a chosen project and/or task.
Once the project/task has been chosen, the time logs will move from ticket to below the project name. You will see the total time on the ticket, and each project. When hovering over the time, you will see the breakdown of billable and not billable time. You can click a project name to navigate to that project in a new browser tab.
When logging time, you'll be able to select the following:
- Project - the project you want to log the time against.
- The project you last logged time against is selected by default.
- Task - log the time to a specific task (optional).
- Linked task - if you’d like to log the time to a task linked on the ticket.
- Date - the time log's date.
- User - you can choose the person to be associated with the time log (available to Administrators only).
- Time - the total time you want to log.
- If you're logging to a project for the first time, the Time field automatically populates to the nearest minute logged on the ticket.
- Billable - mark the time log as billable.
- Include start time - enter a start time (optional).
- Description - the ticket URL is populated by default. You can customize the description as needed.
Click Save to submit the time log.
The time log(s) created on your ticket can be viewed in the Time area of the project.
Any time you log from a ticket to a project and mark as billable can be used to generate an invoice on your project.
Once an invoice has been completed, you will not be able to edit any of the ticket's time logs included in that invoice.