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.
Use Cases
- Track support effort: Log time spent troubleshooting, investigating, or resolving customer issues.
- Support team collaboration: Multiple agents can add separate worklogs to the same ticket to record their individual contributions.
- Manage billable work: Mark worklogs as billable to support invoicing and time-based service reporting.
- Log time with customer replies: Record time while posting a Public Reply, automatically creating a worklog entry.
- Track internal work: Log time while adding a Private Note to capture investigation or research efforts.
- Correct logging mistakes: Edit or delete worklogs when time entries need to be updated, subject to permissions.
- Review total effort: View all worklogs and the total time spent on a ticket before closure or reporting.
- Quickly record time: Use the Quick Action menu to log work without opening the ticket details page.
- Audit ownership: Identify the agent who created each worklog using the Worklog Created By field.
- Maintain ticket history: Create multiple worklogs throughout a ticket’s lifecycle to build a complete record of work performed.
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.
Permission
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.
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Worklogs can be created not only from the Worklog section but also when posting a Public Reply or Private Note on a ticket. When time is logged through a reply or note, BoldDesk automatically creates a corresponding worklog entry. Regardless of where the worklog is added, the Worklog Created By field always displays the agent who logged the time.
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In the ticket Worklog tab, BoldDesk displays Total Time Spent in a days, hours, and minutes format (for example,
1d 11h 30m). Currently, BoldDesk does not provide an admin setting to display the total time in an hours-only format (for example,35h 30m).
Frequently Asked Questions
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Can multiple agents add worklogs to the same ticket?
Yes. BoldDesk supports multiple worklogs from multiple agents on a single ticket. -
Are Date and Time Spent required fields?
Yes. Both fields must be completed before saving the worklog. -
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. -
Where can I see all worklogs for a ticket?
All worklogs appear under the Worklog tab within the ticket details page. -
Is the Billable field mandatory?
No. It is optional but useful for billing and time-tracking reports. -
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 How to Enforce Agents to Log Time Spent for Tickets.
