Ticket Timers

Table of Contents



Looking to track time on your tickets? This overview shows you how you can do that in the system.

1. Head to Admin > Ticket Preferences.

2. Check the Enable Ticket Time Tracking module box and click Save.

3. When you track time, you'll be able to select between multiple labor items, so that you can bill for your time at different rates. To set this up you'll need create an inventory category called "Labor" by navigating to Inventory > Preferences and adding Labor to the list:

4. Inventory items categorized as "Labor" will show up on the ticket timer list, so next you should go to your inventory and update the category for those items. For instance, if you wanted to have "Contract Labor" show up on the ticket timer list, you would change that product's category to Labor:

5. Once that's done, go back to Admin > Ticket Preferences > Advanced > (scroll down to bottom). Toward the bottom of the settings page enter the Labor item you'd like to use as a default. As you type, it will pre-populate the recommended match from inventory. You must select the the matching items it recommends.

6. Your tickets will now have a stopwatch. You can add a note and hit start/stop to use it.

7. After using the timer (or Importing from Toggl if you have activated your Toggl integration), click the "View Log" button and you will see the individual entries and be able to select the correct labor rate for each entry. Click the "Charge Time" button to add the charges to the ticket.


Ticket Timer Options

There are some options available for Ticket Timer that enhance it's abilities. These are all located at Ticket Preferences > Advanced section.

Ticket Timer - Round UP to number of minutes

This will make it so that your timer logs will round up to the nearest minute selected from the drop down. Handy if you work has minimum time charges.

Labor Product for Ticket Timer labor charges

This will allow you to select your default labor product that the timer uses when it creates charges.

Customize Text for Ticket Charges

This is especially useful because you can customize what customer's see in the charge description on invoices. This can use Ticket, Customer and Asset tags! There are also Ticket Timer specific tags as well!


Ticket Timer Tags


Ticket Tags:

{{ticket_link ticket_url}}


Multiple Ticket Timers

It is possible to run multiple ticket timers at once. When you run a ticket timer there will be a drop down option at the top of the Syncro UI that allows you to view all running timers.

When you click the drop down, you will see a list of the timers running and can click on the timer sections to get to the tickets they are running on.


View All Active Ticket Timers across the account

IMPORTANT: All Global Admins will have immediate view access to this feature. Non Global Admins will need a Security Groups permission activated called "Ticket Timers - Overview" before they are able to see the All Timers page.

There are 2 ways to view all active Ticket Timers on an account.

Click on the Active Timer drop down at the upper right of the page and at the bottom of the list there is a button called "Active Timers" that can be clicked.

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The second way is to head to the Ticket Tab and click on the View button > Active Timers.

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Active Timer Page

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User: The tech that started the timer

Customer: The customer on the ticket

Ticket: Link to the ticket

Ticket Title: The Ticket Subject

Labor: Which type of labor is selected for the timer event

Duration: Current length of time the timer has logged on a ticket


Using Non-Billable Labor

If you want to be able to track time but not bill for it, you can create a Labor item that has 0 cost. You can then use this in Timer tracking when working Tickets. This allows you to report on un-billed time.

Create a Labor item similar to this:

Labor Item

Regardless of what you name it, you will want to use the Labor Category to ensure report-ability.

Then you can add these hours to tickets as you would any other kind of labor:

Labor Log