Time tracking
Track time spent on tickets for billing and reporting. Supports both live timers and manual entries.
Start/stop timer
On any ticket detail page, click Start timer to begin tracking. The timer runs in the background, so you can navigate to other pages. Click Stop timer to record the entry. Starting a timer on a different ticket automatically stops any running timer.
Manual time entries
The Log time card on a ticket defaults to Start → End pickers, prefilled with the current clock time (now-30m → now) so you're picking a time bracket, not guessing minutes. Quick-preset buttons (15m / 30m / 45m / 60m / 90m) snap the end to "now" and set the start to "now minus N minutes", useful for stamping a block of work you just finished.
If you know the total minutes but not the bracket, click Enter minutes instead to swap to a numeric duration field.
Each entry captures:
Start / end (or duration): overnight brackets are handled correctly
Description: customer-visible note (shown on AT summaryNotes + optional reply email)
Issue type and Sub-issue type: when the tenant has issue types configured (either manually created or auto-provisioned from Autotask). The sub-issue dropdown filters by the chosen parent issue; picking a sub-issue that doesn't belong to the selected parent is rejected server-side.
Work type: pre-filled from the customer's active support contract (e.g. Full-support contracts default to Covered by contract, Ad-hoc to Remote support). Override the picker if the work doesn't match the default. Work types come from the Autotask sync where available, or the seven seeded defaults (Remote support, Onsite support, Project work, Internal, Travel, Covered by contract, Out of scope) when there's no AT link. Changing the work type snaps the Billable checkbox to that type's default; manual changes after the snap stay sticky.
Internal notes (hidden behind More options): staff-only body (AT internalNotes)
Billable flag: defaults to the work type's billability
Hourly rate: optional; falls back to the contract/tenant default
Time logged on a ticket
Below the Log time card, the Time logged panel lists the most recent 50 entries on the current ticket (newest first), with the work-type badge, duration, billable status, the staffer who logged it, and the date. The header shows the full total in hours across every entry on the ticket. When the rendered list is capped, you'll see "showing 50 of N" alongside the total so the count is never misleading. Full history is always available on the dedicated Helpdesk > Timesheet page. The panel doesn't render when nothing has been logged yet.
The Ticket note / reply card sits above the time-entry card but collapses by default. Most ticket interactions now get logged as time entries (with an optional "Reply to ticket contact" checkbox that also emails the contact), so the reply-only path is tucked behind a chevron to keep the page focused.
Timesheet
Navigate to Helpdesk > Timesheet to view your time entries across all tickets. The timesheet groups entries by date and shows:
Linked ticket number and subject
Duration and billable status
Weekly totals for total time and billable time
Running timer banner with a stop button
Use the week navigation arrows or date pickers to view different periods.
Cost calculation
Time entries with an hourly rate calculate cost automatically. Rates are stored in pence/cents (smallest currency unit) to avoid floating-point issues. A 90-minute entry at 7500 (£75.00/hour) costs 11250 (£112.50). Non-billable entries always have zero cost.