Overview about Worklog Report
A worklog report allows you to view all logged work for your tickets and activities in one place, providing insights into agent activity, billable hours, and non-billable time. The worklog report can be opened from the reports module.
It provides a clear overview of time spent on tasks, aiding in efficiency monitoring and improving time management. The worklog report enables performance evaluation by tracking individual or team productivity over time. Also, it enhances communication by providing transparent records of work activities, aiding collaboration and coordination among team members.
Check out this video tutorial for more information.
Key Use Cases
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Agent Performance Tracking
Compare time spent by agents using Worklog Created By grouping. -
Billing and Time Auditing
Separate billable and non-billable worklogs for accurate reporting. -
Ticket Effort Analysis
Identify tickets requiring more time for process optimization. -
Workload Visibility for Managers
Get real-time insight into support operations without opening individual tickets.
Accessing the Worklog Report
Navigation Path
- Go to Reports
- Open Worklog Report
This report displays:
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Time logged on Tickets
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Time logged on Activities
Worklog Report Overview
The Worklog Report includes two main sections:
1. Summary Widgets
- Total logged hours
- Billable time
- Non-billable time
2. Detailed Worklog View
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Ticket- and activity-level time entries
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Worklog type (billable/non-billable)
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Created by and timestamps
Configuring Worklog Settings (Admin)
Worklog settings provide additional configuration options that help administrators effectively manage time tracking and agent activity.
1. Ticket Worklog Preferences
You can configure the following options:
- Make it necessary for agents to report how much time they spent adding notes or answers.
- Make it critical for agents to include a description with each worklog addition or modification.
- Make the default worklog type either chargeable or non-billable.
2. Ticket Time Tracking
Choose how time is tracked for tickets:
- Manual time tracking – Agents manually start, pause, and save timers.
- Automatic time tracking – Worklog entries are created automatically based on agent activity.
Explore further instructions about Configuring and Managing Automatic Timers in BoldDesk.
Update Worklog Settings
Follow these steps to configure worklog settings:
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Go to Admin > Settings > Agent Portal.
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Select the Worklog tab.
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Configure the required ticket worklog preferences and time tracking options.
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Click Update to save your changes.
Use Case
Ensure consistent time tracking across all support agents for reporting accuracy.
Using Advanced Filters in Worklog Report
The Worklog Report supports advanced filtering for granular insights.
Worklog-Specific Filters
- Worklog Type
- Worklog Created By
- Worklog Date
- Worklog Module (Tickets or Activities)
Additional Filter Support
You can also filter by:
- Ticket fields
- Contact fields
- Contact Group fields
- Custom fields
Use Case
Quickly identify all billable worklogs created by a specific agent within a date range.
Taking Actions from Worklog Entries
You can perform actions directly from the report without opening tickets.
Supported Actions
- Adding a private note to a ticket
- Adding tags to a ticket
How to Perform Actions
- Select a worklog entry
- Click on the Settings icon
- Choose the action option
- Apply note or tag
Use Case
Managers can flag tickets for review or collaboration directly from report data.
Fields available for data export
The following fields are available for export. All field types, both system-defined and custom, can be exported without restriction.
| Fields | Description |
|---|---|
| Ticket fields | Combination of the default and custom fields used to collect detailed information about support tickets. |
| Contact fields | Combination of default and custom fields used to collect detailed information about your contacts. |
| Contact group fields | Collection of default and custom fields used to gather detailed information about your customers’ companies. |
| Worklog fields | Collection of default fields used to record and manage time spent on support tickets or tasks. |
| Activity fields | Collection of default fields used to capture and manage information related to activities. |
| Agent fields | Combination of default and custom fields used to collect detailed information about your agents. |
Exporting worklog report in a nested structure
To export the worklog report based on worklog-created agents, choose the Worklog Created By option in the Group By dropdown.
If you use the “Group By” option in the export process, the data will appear in a nested structure.
| Available Group By Options | Description |
|---|---|
| Ticket ID / Activity ID | Exports the data based on either the Ticket ID or Activity ID to which the worklogs are associated. |
| Ticket / Linked Activity | Exports the data based on the Ticket and its linked Activity to which the worklogs are associated. |
| Ticket Requester | Exports the data based on the Ticket Requester tickets in which the worklogs are added. |
| Contact Group | Exports the data based on the Contact Group tickets in which the worklogs are added. |
| Worklog Date | Exports the data based on the worklog date. |
| Worklog Created On | Exports the data based on the worklog created on date. |
| Worklog Type | Exports the data based on the worklog type. |
| Worklog Created By | Exports the data based on the agent who created the worklog. |
| Worklog Module | Exports the data based on the worklog module (i.e. Tickets and Activity). |
Worklog Report Views
The worklog report offers the option to be viewed in both expanded and collapsed formats.
Collapsed View
This view displays the total time spent on worklogs based on the applied ‘group by’ field. It includes tickets or activities filtered by the Worklog Module filter.
For example, the following screenshot illustrates the collapsed view of the “Worklog Created By” field.
In this collapsed grid view, some default fields will be shown in the export file based on the group by option, regardless of the export fields selected by the user.
Expanded View
This view displays the detailed view of the worklog report that explains the total time spent based on the selected group by field.
For instance, if you choose “Worklog Created By” as the group by field, it will generate the total worklogs added by the agent within the selected duration, including the worklogs of tickets or activities filtered by the Worklog Module.
In this expanded grid view, the fields selected by the users will be included in the export file.
The following screenshot illustrates the worklog expanded view.
Frequently Asked Questions
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Can I enforce mandatory time logging for agents in BoldDesk?
Yes. Go to Admin → Settings → Agent Portal → Worklog and enable the requirement for agents to log time when adding notes or replies. -
Does BoldDesk allow editing worklog entries after creation?
Yes. In BoldDesk, worklog editing is controlled through role-based permissions in the Admin settings.- Agents can typically edit or delete their own worklog entries by default.
- To allow editing of other users’ worklogs, enable the permission:
Edit or delete other user’s worklog
If this option is enabled, agents can modify worklogs created by others. If disabled, they are limited to their own entries.
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Can I filter worklogs by both ticket fields and worklog fields simultaneously?
Yes. The Worklog Report supports combined filtering across worklog fields, ticket fields, and custom fields. -
Can I export worklog data grouped by SLA metrics?
No. Grouping is limited to available Group By fields such as Worklog Created By, Worklog Date, and Ticket-level fields. SLA-based grouping is not available in Worklog exports. -
Can I track worklogs separately for Tickets and Activities?
Yes. Use the Worklog Module filter to view or export worklogs specific to Tickets or Activities.
