Effortless Helpdesk Time Tracking with Desk365

Track agent time spent on tickets, analyze productivity, and streamline billing. Desk365’s powerful helpdesk time tracking feature is built to boost efficiency.

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Trusted by 7,000+ businesses around the world

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Why helpdesk time tracking matters 

Optimize team productivity 

Know exactly how much time is spent on each ticket or task. Identify bottlenecks, balance workloads, and ensure agents focus on what matters most.

Accurate billing and client transparency

Track billable hours precisely, generate clear, professional timesheets. Let clients see exactly how support time is allocated.

Data-driven performance insights 

Find insights into agent efficiency, ticket resolution times, and workflow patterns. Reward top performers, improve processes, and make smarter decisions. 

Streamline resource planning 

Know where time is spent, forecast workloads, allocate resources effectively, and plan support capacity without guesswork.

Track Time Spent on Every Ticket

Easily log the time agents spend working on customer requests. Whether you’re tracking support hours for internal performance measurement or for client billing, Desk365 ensures every minute is accounted for through built-in helpdesk time tracking. 

Auto timer for simpler tracking

Timer for Simpler Tracking

Agents don’t need to manually track time. The built-in start/stop timer makes it simple to capture work hours without distraction. The clock runs while the agent is working and pauses when they stop it, ensuring accuracy with minimal effort. 

Auto timer for simpler tracking
manual time logging

Manual Time Logging for Flexibility 

Prefer entering time later? Agents can manually log hours directly on the ticket and add notes about the work done. This flexibility makes it easy to record time for all types of work. 

Billable vs non billable

Billable vs. Non-Billable Time

Desk365 gives you full control over how you classify time entries. Mark work as billable or non-billable, helping you maintain transparency with customers and ensuring billing cycles remain accurate and professional.

Billable vs non billable
time log reports

Export Time Entries for Better Insights

Desk365 lets you export detailed time entry data so you can analyze how your team is spending time across tickets. These exports give managers clear visibility into workload patterns, helping them spot bottlenecks, understand productivity trends, and make more informed decisions.

enhanced collaboration with microsoft teams

Enhanced Collaboration with Microsoft Teams 

Since Desk365 is built to work seamlessly with Microsoft Teams, your team can log time, track work, and share updates right from Teams, without switching tools. This keeps agents productive while keeping all records in sync. 

enhanced collaboration with microsoft teams

More than just time tracking

Agent Availability Tracking

Monitor agent availability in real time to balance workloads, assign tickets efficiently, and prevent burnout across your team.

Custom Reports

Create tailored reports that track time logs, agent productivity, ticket resolution trends, and other key performance metrics for complete visibility.

Ticket Lifecycle Reports

Review every stage of a ticket’s journey to uncover bottlenecks, spot recurring issues, and link insights directly to your helpdesk time tracking data.

Frequently asked questions

Yes! Desk365 includes a start/stop timer that runs while agents work on a ticket and pauses when they stop it. This ensures accurate tracking without extra effort. 

Absolutely. Agents can manually add time entries directly on tickets and include notes describing the work done, giving you full flexibility for all types of tasks. 

Desk365 allows you to classify each time entry as billable or non-billable. This makes billing transparent and helps maintain accurate invoices for clients. 

Don't just take our word for it, see why our customers choose us!

Hear from real people who have experienced the difference.

"Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt."

Desk365 has got all the right ingredients that a Helpdesk solution needs under its belt. We use them to manage support for our inhouse & partner product portfolios, custom developments and change management requests. They are constantly innovating and bringing great features at a rapid pace. Apart from the great product itself, they have a fantastic customer support team that is always there to support you and get the features that you want to be implemented in the Helpdesk .

Jugal Piplani

Technical Solutions Manager, Gapcloud

"Highly Recommend."

Desk365 has absolutely improved our ability to process internal/external requests. I needed a software solution that could be easily implemented for a reasonable price point and Desk365 delivered. I have been very impressed with the responsiveness of the Desk365 team and their assistance in configuring the software to fit our needs. Highly Recommend.

Jessica Harrison

Sr. Associate, Christopher Consultants, Ltd.

"They really make you feel they are part of your team."

Desk365 does what you expect from a much more expensive ticket system. The best thing however is the customer support. All questions about the software are answer quickly and completely and suggestions for improvement are treated seriously. They really make you feel they are part of your team.

Jeroen H

Scientist Sensortechnologies

Industry

Biotechnology

"A very good system all round."

After testing many other helpdesk solutions, we have been utilizing Desk365 for 10 months and have been hugely impressed with its ease of use, speed and simplicity. Everything we need to provide excellent customer support via email (our primary support channel) is available in one place, updates on new features are regular and concise and any requests for new features are reviewed and implemented quickly. A very good system all round.

Andy Roberts

Network & Communications Support Specialist, CSG

"Truly an outstanding product with a knowledgeable, prompt and courteous staff."

We heavily utilize Teams and other Microsoft 365 products and with Desk365’s easy and tight integration with Office 365, it was a natural fit. Our adoption was seamless and we now have a much (much) higher use of the ticket system by end users—instead of the office visit ticket or phone call. With the ability for users to make a ticket in Teams, email or the portal at a click of a button—users naturally gravitate to actual ticket creation. Truly an outstanding product with a knowledgeable, prompt and courteous staff. 

Ryan Geiler

IT Director, Community Medical Center

"The Helpdesk system everyone should know about"

Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.

Mirko B

System & Network Administrator

Industry

Oil and energy

"Desk365 has plenty of features which we love to use."

“Desk365 has plenty of features which we love to use. With other tools, we tried, there was always a learning curve. Not with Desk365, simple and fast. The email ticketing module is very intuitive to set up and use. The integration with Microsoft Teams was a big selling point to us. We can work on Tickets within MS Teams, even the customers Tenant can be integrated. Very fast way to communicate with the customers. The standard SLA and the option to set different, special SLAs to some customers make it easy to keep up with all the tickets.”

Jan Schwärzel

CTO, ComSet AG

"Teams integration is fantastic!"

Teams integration is fantastic and has improved user interaction by at least 500%. Tech team is notified in Teams when tickets come in. Users see tech questions and comments in their teams. Automation features are great. Knowledgebase is more than adequate and search functions work well.

Lonny L

IT Manager

Industry

Farming

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Why choose Desk365 ?

Customers who choose Desk365 feel the difference. Built for and by customers, every feature, every detail is crafted so our users’ lives are simplified. 

Set up in 5 minutes

Migrate, onboard, and get started with your new helpdesk almost instantly.  

Support that goes the extra mile

Have questions? Need help? Desk365 is committed to real human support and providing true resolution.

Easy to use

Intuitive software your teams can pick-up in no-time. Ensure a smooth experience for both your agents and your customers.  

Highest ROI and product value

Reduce costs and increase agent productivity from day 1 so your business sustains growth.

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Security, Safety and Compliance

  • At Desk365, ensuring the security of your data is our top priority. We adhere to stringent security policies and controls that meet leading industry standards.

  • To cater to our customers, we operate data centers in both the US and EU, specifically offering EU-based centers for those in the European Union.

  • We are SOC 2 Type 2 Certified and GDPR compliant.
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