Helpdesk Timesheet Integration
Log ticket processing time and integrate time off with automatic assignment
The Helpdesk Timesheet module allows logging ticket processing time directly on Helpdesk, linking projects to teams, time tracking with timer and managing timesheets linked to tickets.
The Helpdesk Holidays module integrates time off management with automatic assignment, ensuring employees on leave are not assigned support tickets, optimizing workload and fair distribution.
Key Features
Key points
• Link project to Helpdesk Team for time tracking
• Time tracking (timer) directly on tickets
• Create and manage timesheets linked to tickets
• Automatically exclude employees on leave from assignment
• Works with all assignment methods (random, balanced, by tags)
• Calculate working time considering time off
• Report processing hours by team/ticket/employee
Timesheet Requirements and Configuration
The helpdesk_timesheet module requires timesheet_grid and project_helpdesk installed.
Steps
1. Go to Helpdesk → Configuration → Helpdesk Teams
2. Select team to configure
3. Enable Timesheet feature
4. System can automatically create project for team
5. Click Save to save configuration
Log Time on Ticket
There are two ways to log ticket processing time:
Key points
• Use timer — Open ticket, click Start Timer, when done click Stop Timer, confirm save timesheet
• Manual timesheet entry — Create timesheet line and link helpdesk_ticket_id, system auto-syncs project/analytic account from ticket
Important Timesheet Rules
Key points
• A timesheet line cannot be linked to both task and ticket simultaneously
• Changing team/project may affect running timer
• When disabling timesheet feature on team, related data will be processed according to module logic
• Lines belonging to different tickets cannot be merged (merge constraint)
Timesheet Reports
Module adds timesheet data to reports:
Key points
• Helpdesk Ticket Analysis — Analyze total processing hours by ticket
• Helpdesk SLA Analysis — Analyze processing hours related to SLA
• Timesheets Analysis Report — Detailed timesheet report
• Analyze by employee/department/manager
• Analyze by team/ticket
Time Off Integration (Holidays)
Helpdesk Holidays module automatically excludes employees on leave from ticket assignment:
Key points
• Automatically works when automatic assignment enabled, no additional configuration needed
• Works with all assignment methods (random, balanced, by tags)
• Calculate working time considering time off
• Integrate with employee working calendar
• Support company-wide holidays and personal time off
Automatic Assignment Process with Time Off
Steps
1. System checks available employees — Get team member list
2. Check who is on leave today
3. Exclude those on leave
4. Assign tickets to available employees — Use selected method
5. Only assign to employees not on leave
6. Auto-update — When employee starts leave, not assigned new tickets
7. When employee returns, assigned again
Types of Time Off Calculated
Module calculates the following types of time off:
Type và Description
| Type | Description |
|---|---|
| Personal time off | Annual leave, unpaid leave, sick leave, etc. |
| Company-wide holidays | National holidays, company holidays |
| Working calendar | Employee working hours (working time calculation) |
Assignment Methods with Time Off
Module works with all three assignment methods:
Method và How It Works
| Method | How It Works |
|---|---|
| Random | Randomly select from available employees (not on leave) |
| Balanced | Select available employee with fewest open tickets |
| By Tags | Select available employee matching ticket tags |
Time Off Management
Time off is managed in HR Holidays module:
Steps
1. Go to Human Resources → Time Off
2. Click New to create new time off
3. Fill information: Employee, Time Off Type, From Date, To Date
4. Click Save
5. Click Approve to activate
6. Module will automatically exclude this employee from assignment
View Employees on Leave
On support team form, there is a notification:
Key points
• "Team members on time off are not assigned any tickets" — Reminder that module is working
• Check assignment — Open ticket and view Assigned to field
• If empty, could be: No available employees (all on leave), automatic assignment not run yet, or no employees matching tags
Recommended Standard Process
Key points
• Each support team has own project for time tracking
• Agents use timer instead of manual entry when possible
• Check total hours per ticket before closing
• Use weekly reports to balance staff workload
• Approve time off promptly so system excludes correctly
• Update working calendar accurately for correct calculation
• Notify team in advance about upcoming time off
Handle Special Situations
Key points
• All employees on leave — Tickets will not be auto-assigned, need manual assignment
• Employee suddenly sick — Create sick leave immediately to exclude from assignment
• Working calendar changes — Update working calendar to reflect changes
• Balance workload — Use "Balanced" method for fair distribution
• Specialized skills — Use "Tags" method to assign by skill
Common Issues
Common issues and solutions:
Issue và Cause & Solution
| Issue | Cause & Solution |
|---|---|
| No timer button | Team has not enabled timesheet or ticket does not belong to team with timesheet |
| Timesheet not linked to correct project | Check ticket team project and user timesheet permissions |
| Cannot merge timesheets | Lines belong to different tickets (merge constraint) |
| Forgot to approve time off | Unapproved time off will not be counted, remember to click Approve |
| Wrong working calendar | Check working calendar to ensure correct calculation |
| No available employees | Prepare ahead when many employees on leave simultaneously |
Integration Benefits
Key points
• Fair assignment — Do not assign tickets to employees on leave
• Optimize workload — Distribute tickets to available employees
• Automatic — No manual configuration per ticket needed
• Flexible — Works with all types of time off
• Accurate tracking — Record actual ticket processing time
• Detailed reports — Analyze team productivity and efficiency
Terminology Reference
| Fields | Trường dữ liệu | Description |
|---|---|---|
| Timesheet | Timesheet / Time Log | |
| Timer | Timer | |
| Time Off | Time Off | |
| Holidays | Holidays | |
| Leave | Leave | |
| Working Hours | Working Hours | |
| Automatic Assignment | Automatic Assignment |