Keeping track of the time spent on each ticket helps you generate timesheets and invoice your clients. Freshdesk Analytics' Time Sheet Summary gives you the time clocked split by Charge Type (Billable/Non-billable), Date, Ticket, Agent, Group, Customer - so that you can understand where the working hours are going.
Here are some of the things that you can do with this report:
Filter your report using custom dropdown and dependent dropdown fields
Use the Export PDF option to have the report sent to your mailbox
If you have added Notes for reference while logging time on a ticket, you can view them in the corresponding widgets
Click on any widget in the report for a detailed drill-down of tickets in the specified time period.
The 'Show Tabular Data' accordion will let you see the underlying raw data. It will bring up a list of tickets that are associated with the chosen widget. You can use the gear button to select the various fields and properties you want to be added as columns to the table. The 'Ticket ID' column will give you the list of ticket IDs along with a link that will take you to the ticket.
For example, if you click on 'Show Tabular Data' under the 'Timesheet summary by group' widget, you will be able to see the time clocked for tickets split by the various groups during the selected time period. If you see an abnormal spike for a specific group, you can find out what is causing it and take necessary actions.
Custom drill-down (Estate +)
Click on any data point in your graph and a group-by drill-down will pop up. You can now dissect it by any dimension of your choice.