What Is Help Desk Time Tracking?

Customer service teams have so many tasks on their plates that it becomes hard to keep track of where exactly time is spent. Help desk software with time tracking enables you to track time spent on each ticket by your agents. You can easily improve your response time to create an army of productive employees and delightful customers.

What is help desk time tracking

Why Use Help Desk Time Tracking Software?

Enhance Productivity
Enhance Productivity

Customer service agents need to go the extra mile to win customers for life. Easily track the time spent on each ticket and get a clear picture of your team's productivity.

Get Organized
Get Organized

Prioritize tickets that demand urgent attention and plan your day effectively. Assign Labels and Status to tickets for an organized support workflow.

Ticket Tracking
Ticket Tracking

Use our time tracking help desk to track the complete ticket lifecycle- right from the moment an issue is received through to the time the ticket is marked as ‘Resolved’.

Collaborate Effortlessly
Collaborate Effortlessly

Delightful customer service is a team effort. Effortlessly collaborate across departments using features such as internal notes, parent-child ticketing, and more.

Monitor Ticket Resolution Time
Monitor Ticket Resolution Time

Use smart reports to monitor key customer service metrics such as average response time, ticket backlogs, etc. Improve your ticket resolution time for faster service.

Encourage Self-Service
Encourage Self-Service

With our free help desk with time tracking, you can create a full-functioning knowledge base in minutes. Encourage customers to find help themselves and reduce your support ticket volume.

Make the Most of Your Time & Delight Customers

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Track Time Spent Resolving Customer Tickets

Monitor your support agents’ time for enhanced accountability

With customer expectations at an all-time high, brands are racing against time to delight customers. With ProProfs Help Desk, you can easily track time for each ticket lifecycle and see how you can improve further. Allocate work across your team more efficiently by tracking the availability of your support agents. With our help desk time tracking tool, you can set agent work hours, shifts, and holidays to plan their day more productively.

  • tick ProProfs chat tick Track time for each ticket lifecycle
  • tick ProProfs chat tick Route tickets to available agents
  • tick ProProfs chat tick Set agent work hours & holidays

Save Time With Powerful Automations

Rise above time-wasting manual & cumbersome tasks
Save Time With Powerful Automations

Fast customer service has become one of the most attractive aspects of a business. With our help desk time tracking system, establish SLAs on first response time and meet customer expectations. To avoid manually typing the same replies, you can use canned responses and resolve tickets faster. Keep agents on their toes and customers updated with the help of automated alerts and notifications.

  • tick ProProfs chat tick Establish SLAs on first response time
  • tick ProProfs chat tick Canned responses for faster replies
  • tick ProProfs chat tick Automated alerts & notifications

24x7 Support with Chat & Knowledge Base

Deliver delightful customer experiences over multiple channels

For the perfect omnichannel experience, start a conversation on one channel and finish it on another. Use live chat to interact with customers in real-time and drastically reduce your ticket resolution time. Create FAQs, guides, articles around common help topics and keep ticket volume under control. Our time tracking help desk software comes with AI-powered chatbots to support customers 24x7, even when your team is unavailable.

  • tick ProProfs chat tick Reduce ticket resolution time with live chat
  • tick ProProfs chat tick Create FAQs & help articles for faster service
  • tick ProProfs chat tick Chatbot for 24x7 support

Capture Time-Based Customer Service Metrics

Smart reports & analytics to make your team more productive

Help desk time tracking software allows you to monitor where exactly your time went, into what kinds of issues, and with which customers. Generate daily, weekly, and monthly reports and track productivity down to every second. Monitor average first response time and other key metrics relevant to your business. Share automated surveys with customers and analyze feedback to measure customer delight.

  • tick ProProfs chat tick Leverage daily, weekly, & monthly reports
  • tick ProProfs chat tick Monitor average first response time
  • tick ProProfs chat tick Measure customer delight

Must-Have Features of Help Desk Time Tracking Software

  • Time-Based Insights
    Time-Based Insights

    With our time tracking help desk software, easily view the time spent on each ticket at a glance.

  • Anytime, Anywhere Access
    Anytime, Anywhere Access

    Access all help desk features from any part of the world using PC, tablet, or mobile.

  • Ticket Prioritization
    Ticket Prioritization

    Easily set the priority of a ticket as ‘High’, ‘Low’, or ‘Normal’ and plan your day effectively.

  • Email Signatures
    Email Signatures

    Give all your outgoing emails a professional touch with customizable email signatures.

  • Reports & Analytics
    Reports & Analytics

    Improve agent performance and understand customer needs with smart reports.

  • Flexible Pricing
    Flexible Pricing

    No need to make heavy software investments; enjoy our honest, simple, & flexible pricing.


  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

ProProfs is a Recognized Leader in Customer Support

Press & Ratings

ProProfs Help Desk Software Capterra Review
ProProfs Help Desk Software SoftwareSuggest Review
ProProfs Help Desk Software FinancesOnline Review
ProProfs Help Desk Software G2Crowd Review
ProProfs Help Desk Software SaaSGenius Review
ProProfs Help Desk Software CrozDesk Review

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