How to Log Time Spent on a Ticket in BoldDesk
Agents can log the time spent on each ticket using the Add Worklog option available on the ticket details page. This article outlines the process of adding worklogs directly from the ticket details page, highlights that multiple worklogs can be added by one or more agents, and describes the required fields such as start date and time spent.
Checkout this video for more insights.
Field Details
| Field Name | Comment | Is Required/Mandatory |
|---|---|---|
| Date | Start date of work | Yes |
| Time Spent | Time spent on a ticket | Yes |
| Billable | Yes/No | No |
| Description | Description of work | No |
Steps to Log Time Spent on a Ticket
Follow the steps below to log time spent on handling a ticket.
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Locate the ticket you wish to manage and select it to open.
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On the opened ticket page, click on either Log work or Worklog then click on Add Worklog
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In the pop-up window, add the worklog details and click on add worklog.
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The worklog will be recorded in the ticket under the worklog tab. From there, you may edit or delete the worklog by using the corresponding edit or delete icons.
Alternatively, you can use the Quick Action menu in the Ticket Card/Grid view page to log work.
To edit or delete a ticket worklog added by other agents, an agent must have the Edit or delete other user’s worklog permission enabled under the ticket module.
Check out this video tutorial for more details.
Frequently Asked Questions (FAQs)
Q1: Can multiple agents add worklogs to the same ticket?
Yes. BoldDesk supports multiple worklogs from multiple agents on a single ticket.
Q2: Are Date and Time Spent required fields?
Yes. Both fields must be completed before saving the worklog.
Q3: Can I edit or delete a worklog added by another agent?
Only if you have the Edit or delete other user’s worklog permission enabled.
Q4: Where can I see all worklogs for a ticket?
All worklogs appear under the Worklog tab within the ticket details page.
Q5: Is the Billable field mandatory?
No. It is optional but useful for billing and time-tracking reports.
Q6: Can I remove the ‘Time Spent’ field?
No, default fields are classified as System Fields, which cannot be modified or deleted. These fields are permanently built into the product. By default, it is optional to be filled but you can enforce it for all agents. Explore Mandatory to add time spent while adding replies.
