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Freshdesk Non-Billable Hours by Ticket

Non-Billable Tracked by Ticket is a metric used by Freshdesk to measure time spent by agents on activities that are not billable to clients/customers, such as internal consultations or training.

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Non-Billable Hours by Ticket 2.190,879 Start tracking this metric
  • About
  • Tech details
What is "Non-Billable Hours by Ticket"?
The Non-Billable Tracked by Ticket metric in Freshdesk helps to track the time spent by agents on tasks that are not billable, such as internal meetings or administrative work. This metric helps managers to understand how their team is spending their time and allocate resources effectively. It also provides insights into agent productivity and efficiency.
Example: A support agent spends time troubleshooting a product issue with a customer but it turns out to be a bug in the software, so it is marked as Non-Billable Tracked by Ticket.

Visualizations

  • Databox visualization

    Bar and Line Chart

    Used to show comparisons between values.

How to track Non-Billable Hours by Ticket in Databox?

Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.

To track Non-Billable Hours by Ticket using Databox, follow these steps:

  1. 1
    Connect Freshdesk that contains the metric you want to track
  2. 2
    Select the metric you want to track from the list of available metrics
  3. 3
    Drag and drop the selected metric onto your dashboard
  4. 4
    Watch your dashboard populate in seconds
  5. 5
    Put Non-Billable Hours by Ticket on the Performance screen
  6. 6
    Get Non-Billable Hours by Ticket performance daily with Scorecards or as a weekly digest
  7. 7
    Set Goals to track and improve performance of Non-Billable Hours by Ticket
Goals

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Scorecards

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Metric Digest

Receive detailed weekly performance updates
Metric Builder

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Data Calculations

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Performance Screen

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Freshdesk integration with Databox Track Non-Billable Hours by Ticket from Freshdesk in Databox GET STARTED

Basics

  • Description
    Non-Billable Tracked by Ticket is a metric used by Freshdesk to measure time spent by agents on activities that are not billable to clients/customers, such as internal consultations or training.
  • Category
    Help Desk
  • Subcategory
    Hours
  • Default Format
    Duration
  • Cumulative Support
    Yes
  • Units
    No
  • Granularities
    daily, weekly, monthly, quarterly, yearly, allTime
  • Favorable Trend
    increasing
  • Historical Data
    Yes
  • Changing historical data
    Yes
  • Forecast Support
    Yes
  • Benchmark Support
    No
  • Media Support
    No
  • Dimension
    Yes
  • Metric Type
    event Learn more
  • API Endpoint
    https://{domain}/api/v2/time_entries

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