Time Spent Reporting

Mojo Helpdesk includes a built-in time tracking feature.

Time can be recorded in two ways:

• Automatic: The timer automatically runs in the background from the moment the ticket is opened until the response is sent. This time is automatically added to the ticket’s time log.
• Manual: Manual time entry is helpful when work happens outside Mojo Helpdesk or requires more precise tracking. Examples include:
  • Logging travel time to a customer site.
  • Recording in-person support provided outside of the system.
  • Tracking time spent on billable projects or specialized tasks that aren’t fully captured by the automatic timer.

By default, time tracking is measured in minutes.

Changing the time tracking unit

Admins can update the unit from minutes to hours.

1. In account administration, navigate to Tickets > Settings
2. Scroll down to Miscellaneous
3. Select the desired time tracking unit

How to record time spent

1. Navigate to the desired ticket
2. Reply (sends a message to the ticket creator) or add a staff note (internal note)
3. Notice the clock icon and timer on the upper right corner
   • To manually input time, click on the timer
   • Click the down arrow button to add or subtract time
   • Click the save icon
4. Enter the comment
5. Update or save

Time Spent Report

The Time Spent Report provides insights into where the organization is spending their time. This helps managers track productivity, and export data for further analysis.

The report can be displayed from different views.

• Group/Agent
• Agent/Group
• Queue/Group
• Group/Queue
• Queue/Agent
• Agent/Queue
• Ticket/Agent

To run the report

1. Click on the waffle icon on the upper right corner
2. Select Reports
3. Navigate to the Time spent report
4. Select the desired report view
5. Choose the time period
6. Select whether to show closed tickets only
7. Click run report
8. To download, click on the three dots on the upper right
9. Select Download as CSV