Record time against a ticket

Open the page

Helpdesk → open a ticket → Ticket Clock. You need Helpdesk access; each action also depends on your access to this ticket and the configured feature permissions.

Start and stop a session

1. Where Ticket Clock is enabled, choose Start while working on the ticket. When stopping, provide a Work note if required and select Billable, Non-billable or Internal, then choose Stop. These actions record live time. Work note accepts up to 2,000 characters; the billable selector can be unavailable when agent override is disabled. Location capture can be required by settings. Start and Stop require ticket-clock permission. If a session error appears, reload and verify the clock state before retrying.
2. Use Time worked → Refresh to see completed recorded sessions. Expand By agent or Time entries when available. The summary requires the time-report permission, Helpdesk report access and the report setting; visible entries are scoped to allowed users. The panel states active sessions appear in the clock and enter the summary after stopping.

Use time records

1. Compare the total and billable breakdown with the work performed. Example: record a 15-minute troubleshooting session as Non-billable with a short work note. Availability and required fields depend on timeclock configuration and access.

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