Time Tracking

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Tiketti’s built-in time tracking helps you log billable hours, track team productivity, and generate reports.

Time Entry Basics

Each time entry includes:

Field	Description
Duration	Time spent (hours, minutes)
Description	What work was done
Billable	Whether to charge for this time
Rate	Hourly rate applied
Date	When the work was done

Log time after completing work:

Open the ticket
Click Log Time in the sidebar
Enter duration (e.g., “1h 30m” or “90m”)
Add a description
Toggle billable if needed
Click Save

Duration Formats

Enter durations in flexible formats:

Input	Interpreted As
`1h`	1 hour
`30m`	30 minutes
`1h 30m`	1 hour 30 minutes
`1.5h`	1 hour 30 minutes
`90m`	1 hour 30 minutes
`1:30`	1 hour 30 minutes

Hourly Rates

Tiketti applies rates in this order:

Entry override: Rate set on the specific entry
Company rate: Rate set for the contact’s company
Team member rate: Default rate for the person logging time
Organization default: Fallback rate from org settings

Setting Company Rates

Go to Contacts → Companies
Edit the company
Set Hourly Rate and Currency

Setting Team Member Rates

Go to Settings → Team
Edit the team member
Set their Hourly Rate

Billable vs Non-Billable

Toggle time entries as billable or non-billable:

Billable: Work charged to the customer
Non-billable: Internal time (training, admin, etc.)

Viewing Time Entries

On a Ticket

The ticket sidebar shows:

Total time logged
Breakdown of entries
Billable amount

Time Report

View time across all tickets:

Go to Reports → Time
Filter by date range, team member, company
See totals and breakdowns

Export

Export time data for billing:

Apply filters
Click Export CSV
Import into your accounting software

Time Tracking Settings

Configure time tracking behavior in Settings → Organization:

Setting	Options
Default billable	Yes / No for new entries
Default hourly rate	Organization-wide fallback rate
Rounding method	None, Round up, Round down, Nearest
Rounding increment	1, 5, 6, 10, 15, 30, or 60 minutes
Required description	Force descriptions on entries
Minimum entry	Minimum minutes per time entry
Auto-start on open	Start timer when opening tickets
Auto-start on reply	Start timer when sending replies

Company-Level Overrides

Override time settings for specific clients in Contacts → Companies:

Setting	Options
Billable	Use default / Always billable / Never billable
Hourly rate	Custom rate for this client
Rounding	Use default / Custom method and increment

Activity Timeline

Every ticket has an activity timeline showing:

Messages - All communications in/out
Status changes - Open → In Progress → Resolved
Assignments - Who was assigned and when
Time entries - Work logged against the ticket
Label changes - Labels added or removed

The timeline gives a complete audit trail of all work done on a ticket.

Team Productivity

Track team time usage:

By team member: Who logged the most time
By company: Which clients consume most time
By label: Time spent on different issue types
By period: Daily, weekly, monthly trends

Best Practices

For Accurate Tracking

Use the timer for focused work sessions
Log time immediately after completing tasks
Add descriptive notes for billing clarity

For Billing

Set company rates before starting work
Review entries before end of billing period
Export and reconcile with invoicing system

For Productivity

Compare billable vs non-billable ratios
Identify high-time-cost ticket patterns
Review team member utilization