This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack has the functionality to track and report on the amount of time an agent spends working on a ticket. This can be useful to track billable hours, time worked per agent, the category of the work performed, and establish company policies.

Follow these steps to add a time log to an existing ticket:

  1. Log in to the SmarterTrack management interface as an Agent or System Administrator.
  2. Click the Tickets icon.
  3. Select the desired ticket and it will load in the preview pane. (Alternatively you can double click on the ticket to open it in a new window.)
  4. Click the Add button in the preview pane toolbar and in the dropdown click Time Log.
  5. Fill in the appropriate fields, such as the Subject, Category and, of course, the actual Duration.
  6. When complete, click the OK button.


Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.