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.
Applies to SmarterTrack 7.x - 12.x
Follow these steps to add a time log to an existing ticket:
- Log in to the SmarterTrack management interface as an agent or system administrator.
- Click the Tickets icon.
- Select the desired ticket and it will load in the preview pane.
- Click the Add menu preview pane toolbar and click Time Log.
- Fill in the appropriate fields.
- Click OK.
Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.