🛠️ PLS SOP: Logging Time for Support Tickets in Freshdesk

Department: IT / Support
Tool Used: Freshdesk
Applies To: All Support Staff
Effective Date: [Immediately]
Company Website: www.plsusa.com

🎯 Purpose

To standardize how support staff log their time when handling tickets in Freshdesk, ensuring accurate billing, accountability, and performance tracking.

📋 Scope

This SOP applies to all employees who handle customer or internal support tickets using the Freshdesk system.

🔧 Procedure

1. Before Starting Work on a Ticket

  • Open the assigned ticket in Freshdesk.
  • Review the ticket details, priority, and customer information.
  • Click on the “Start Timer” button in the Time Tracking widget (if enabled).
    • If not using the timer, manually note your start time.

2. While Working on the Ticket

  • Stay focused on the task at hand. If switching to another task, pause or stop the timer.
  • Log all relevant internal notes or updates as you progress.

3. Pausing Work (e.g., for lunch or another task)

  • Click “Pause Timer” or note the time manually.
  • Add a quick note explaining the pause if necessary.

4. After Completing the Work

  • Click “Stop Timer” or enter the end time manually.
  • Go to the Time Tracking section at the bottom of the ticket:
    • Enter total time worked in hh:mm format.
    • Add a description of work performed (e.g., “Diagnosed network connectivity issue; updated router firmware”).
    • Select the correct ticket type, category, or billing code if applicable.

5. Submitting the Time Log

  • Ensure your time entry includes:
    • Start and end time (or total time)
    • Work summary
    • Proper category/tag (if required)
  • Click “Save” to log the time entry.

6. If You Forget to Log Time

  • Go back to the ticket and enter time manually.
  • Include a note indicating it’s a retroactive entry (e.g., “Time entry for 5/15/2025 support session”).

✅ Best Practices

  • Log time in real-time whenever possible.
  • Use clear and concise notes describing your actions.
  • Do not over- or under-report time — be as accurate as possible.
  • Review and submit logs by the end of each day.

🚨 Non-Compliance

Failure to accurately log time can affect billing, reporting, and customer satisfaction. Repeated non-compliance may result in corrective action.

📩 Questions or Support

For assistance with Freshdesk or time logging, contact your supervisor or the IT lead.