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Freshdesk includes ticket-level Time Logs for manual entries and agent-started timers. You can add notes, mark time billable, and edit or delete logged entries. A separate feature, Average Handling Time (AHT), tracks time while an assigned ticket is open; when AHT is enabled, its timer controls are unavailable in the Time Logs widget. Which method fits depends on whether you need to capture hands-on ticket work, off-ticket research, or billable time for another system.
Choose the right Freshdesk time-tracking method
| Method | Where it runs | How time is captured | Best fit |
|---|---|---|---|
| Time Logs manual entry | Freshdesk web ticket or mobile app | Agent enters duration and date; can add a note and set billable status | Work completed before logging, or research and collaboration away from the ticket page |
| Time Logs timer | Freshdesk web ticket or mobile app | Agent starts and stops a timer | Tracking work as it happens, when AHT is not controlling the widget |
| Average Handling Time (AHT) | Assigned ticket page in Freshdesk | Automatically runs while the assigned ticket is open; pauses when the agent leaves and resumes on return | Measuring time associated with an open ticket page, rather than separately timing each task |
| Harvest or QuickBooks Online integration | Freshdesk connected to an external service | Integration-specific transfer of ticket time; QuickBooks documentation describes billable time charges and invoice creation | Teams whose billing or accounting workflow depends on an external service; check current app and plan requirements |
Freshdesk documents native Time Logs for ticket work. Its web instructions were modified July 17, 2024; mobile instructions were modified April 27, 2023. Freshdesk notes that its Omni experience may differ for customers who signed up before December 2025. Plan access and current interface labels can vary, so check the entitlements and settings for your account. Freshdesk: Time tracking in Freshdesk · Freshdesk: Time tracking on mobile app
Log time on a Freshdesk ticket in the web app
- Open the ticket. Find the Time Logs widget in the ticket’s right-side apps pane.
- Choose Log Time. Enter the duration and date, add a note if useful, and select the billable checkbox if the time should be treated as billable.
- Save the entry. For a current-day entry, Freshdesk says you can leave the time field blank to start from zero.
To track live work, start a timer from the Time Logs widget and stop it when finished. Freshdesk says starting a timer on another ticket automatically stops the previous ticket’s running timer. Review the saved entry for the correct ticket, duration, note, and billable setting. The official instructions describe editing and deleting logs as available actions.
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Understand the difference between AHT and Time Logs
Average Handling Time is not simply another way to operate the Time Logs stopwatch. According to Freshdesk, AHT starts when an agent visits an assigned ticket, pauses when the agent leaves, and continues when the agent returns. An administrator can configure whether the AHT timer is visible; a hidden timer may still run in the background.
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When AHT is enabled, agents cannot start or stop timers in the Time Logs widget. AHT also follows ticket-page presence, so research or collaboration performed away from that page may not be reflected in the page-based timing. If that work should count toward the ticket’s logged time, add it manually. Freshdesk describes AHT as available from Pro plans onwards; confirm current plan inclusion and configuration in your account. Freshdesk’s Time Logs and AHT documentation
Track Freshdesk ticket time on mobile
- Open the ticket in the Freshdesk iOS or Android app.
- Tap the ellipsis menu, then choose Log time.
- Start a timer or switch to manual entry. Add a note and choose billable or non-billable as appropriate.
- Use the available controls later to resume, edit, or delete the log.
These mobile steps and capabilities are described in Freshdesk’s mobile support article; verify the current app interface if labels differ in your installed version. Freshdesk: Time tracking on mobile app
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When to connect Harvest or QuickBooks Online
Harvest
Freshworks Partner Support describes an integration in which time entered manually in Freshdesk can be updated in Harvest. The article was modified June 22, 2023 and discusses Harvest credentials and a move to two-factor authentication. Because authentication steps and Marketplace availability can change, check the current listing and connection requirements before relying on this workflow. Freshworks Partner Support: Harvest app for Freshdesk
QuickBooks Online
Freshworks documents a QuickBooks Online integration that can log ticket time as billable “Time Charge” sales transactions and create invoices. Its article identifies QuickBooks Online Essentials, Plus, and Advanced for time tracking, while describing broader plan availability for customer details and invoice functions. Those requirements may change with QuickBooks packaging, so confirm the current integration listing and subscription requirements before setup. This documentation concerns QuickBooks Online, not every QuickBooks product. Freshworks Partner Support: QuickBooks integration with Freshdesk
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Freshworks’ integrations directory groups Harvest, QuickBooks, and Xero under “Auto-invoicing customers for time spent”; directory categorization does not establish that an app is enabled or available in every Freshdesk account. Freshworks integrations directory
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What Freshdesk time tracking can and cannot tell you
Time Logs document durations attached to tickets, while AHT reflects the time behavior Freshdesk describes for an assigned ticket page. Neither description establishes comparative accuracy, time saved, or business outcomes. Treat the captured value as a record shaped by the chosen workflow: a timer depends on agents using it, manual entries depend on what they enter, and AHT follows whether the ticket remains open on the agent’s page.
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