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:

  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.
  4. Click the Add menu preview pane toolbar and click Time Log.
  5. Fill in the appropriate fields.
  6. Click OK.


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