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Time Management

There are several ways to record time in NetHelpDesk, to track the work carried out by your team members. Whether it is work on a specific action, the time spent in a meeting, a trip to the Dentist or special project work, with time budgets, they can all be captured in NetHelpDesk.

In the main Windows interface, the smartphone apps, the web interface for Technicians, or when replying to an e-mail notification, there’s an opportunity to capture time in all of them.

As every Technician has their own login, all of the time that they record will directly assign to their profile, so tracking everyone’s time has never been easier.

Different Kinds of Time

If you are working in a school, you may just want to capture time spent on actions of a request. If you are a small MSP, you may want to assign a charge rate multiplier to the time spent. If you are a medium sized business, you may also want to capture non-billable time alongside the billable, as well as travel time and mileage. There are lots of reasons, and NetHelpDesk takes care of all of them:

The different kinds included:

  • Billable Time
  • Non-Billable Time
  • Travel / Journey Time
  • Holiday Time
  • Meeting Time
  • Project Time
  • Personal Time
  • Timesheet Tracking


All of the action buttons in the requests have the ability to capture time. Whether you use the predefined “out-of-the-box” buttons, or create your own, it is a matter of toggling on the time choices.

Go to N > Setup > Main Configuration > Actions > Edit Action > Action Screen Field Visibility Tab and then click the relevant field for the time you wish to capture.

If you wish to track Non-billable, travel and mileage, you will need to switch this feature on. Go to N > Setup > Advanced Options > Advanced Request Settings, and switch them on in Miscellaneous section.

Time 1

More advanced Time options are available in the Time Recording section of the Basic Configuration setup screens. These include making time taken on actions a mandatory population before saving an action.

The action time that is recorded is summarised in the request’s main screen in the field called “Time Recorded”.

Manual Time Entry and Timer

In each action, you will see a button in the bottom left hand corner of the screen called “Start Timer”. If the automatic timing is switched off, this stopwatch feature allows you to manually start the timer. The counter will appear in the uppermost top bar of the action screen.

Carry out the tasks you need to, in order to complete the action, and click “Stop Timer” to complete the timer process. Next to the time input capture boxes on the action, the “Use Timer” field is available. Click this button to pull all time in the action’s timer into the fields, rounding up to the nearest whole minute.

At any time, you can overwrite this timer information, or edit as you need to.

In the Tools ribbon on the main screen, there is an option to View Stopwatch Timers to monitor which requests have active timers against them, or if any have been left on by mistake.

Automatic Time Logging

In automatic time logging, the manual time entry and timer process is done automatically. Read the description above before proceeding.

Where in the manual time entry you would click Start Timer, in the automatic, this is done for you. As soon as you click the action button, the timer starts automatically, and appears in the uppermost bar of the action screen.

When you click OK, the action button saves you data that you have captured, but also automatically stops the timer, takes any time in the timer, and then adds it to the action time recorded.

Each Technician has the option to add this feature themselves. Go to N > Setup > Advanced Options > Settings of this Technician > Start Stopwatch when Action Added checkbox.

Time Logging using Hashtags with Technician Email Notifications

If your Technicians have their e-mail notifications switched on, they can reply to the notifications to add notes to a call, and those notes are forwarded onto the end-user.

If the following hashtag is added immediately at the end of the subject line, it will add time to the note in NetHelpDesk as well. This feature is great to use if the smartphones are not being utilised, or if e-mail is preferred by the Technician.

Re: Example subject of the notification#t0.5

The #t signifies that you wish to add time to the note, and the decimal time represents the time you want added to the note, so 0.5, for example, would be half an hour.

The details of the time added will be visible to the end-user via the web portal, if this feature is on.

Technician Timesheets

As each Technician has their own login, the time that is added throughout the program is directly linked to their logins. Each one can go to Reporting > Reports > Technician Timesheets to view their own.

The Technician Time Logged Summary allows Supervisors of teams to be able to oversee all time entered by login, over a period of time, such as the last month. This is a great tool for assisting teams with time management.

Technician Timesheets view by default is restricted to only their own timesheet entries. As an Admin level user, you have the ability to oversee others, and a Technician dropdown appears for you.

Against each Technician account, you can also choose whether they are included in the Timesheet Summary E-mail sent to those who have the Timesheet Management e-mail switch on. Those that you do not want included, or not receive this summary can only be changed by Admin users.

Time 2

The time added with a charge rate assigned to it, will appear in the white “hours” boxes. The time added to the “non-billable” fields of an action, Holiday / Other Time usage or No Charge will appear in the “non-bill” column. The timesheet subtotals, and totals hours, percentage recorded, and a target can be set against the percent recorded.

Technicians will be sent a reminded and Managers will be sent a summary at the times you determine, and these targets will have a direct influence on these.

Technician “Holiday” time

Time that falls outside of requests and projects can also be captured, to see a complete overview of time spent within a Technician’s working week.

The “Add Holiday / Other Time Usage” button allows the Technician to specify a date from the Calendar, the start time, description, duration and type.

The Type drop down menu can be amended and added to, as necessary. Go to N > Setup > Advanced Options > Advanced System Settings > Lookup Codes > Time Usage Types.

By defaults the options are:

  • Holiday
  • Meeting
  • Sickness
  • IT Issues (Personal)
  • Project Work (Not captured on request)
  • Dentist
  • Doctor
  • Other

Capture the date, description, duration in hours and type, as the list above.

There is also the option to bring in public holidays for your area direct from the web. These days can be added to automatically add to the Technician’s timesheet, so they don’t have to do this.

They can also add, change and delete entries as necessary, ensuring they select the entry from the list using the black arrow to the left of the entry.

Time 3

Time Management via Smartphone Apps

The ability to capture time against an action on the smartphone app, as well as time entries outside of requests is available from the smartphone apps. The data input mimics that in the main Windows interface above.

Time against Action – iPhone App

Time Entries Breakdown – Android App

Time Management via Web Interface

Techs can add their time to their actions, and also holiday/other time usage via the web interface. Wherever they may be, they can log into their account, and add time for time management.

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