Freshservice integration with the Clockify for Freshservice app enables IT teams to monitor the time spent by agents on your Freshservice service desk tickets by syncing all the tickets’ time entries data to Clockify.
The Clockify for Freshservice app integration:
Enables tracking the time spent by an agent on a ticket.
Records multiple time entries for the same ticket to track the time spent at different intervals.
Consolidates all the time entries for an agent on a ticket.
Records the time spent by different agents on the same ticket under a single task in Clockify.
Prerequisites for integration
Ensure you have the following, as part of the prerequisites for integration:
An active Clockify account.
Account administrator privileges within Freshservice to initiate the integration.
Install and authorize the app
To install and authorize the app:
Log in to your Freshservice account.
Go to Admin > Automation & Productivity > Extensibility > Apps.
Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps.
Search and select the Clockify for Freshservice app using the Search apps option.
Click Install on the installation page. The Clockify for Freshservice app will be installed.
(After the app is installed) Go to Tickets > List.
Click any ticket Subject to open the ticket Details page.
Note: The Clockify for Freshservice app is displayed as a widget on the right side of the ticket details page.
Enter your Clockify API key, and click Authorize app.
After the application is authorized, the Clockify widget displays various settings for tracking and managing the time spent on tickets.
Track time spent on ticket
To track the time spent on a ticket:
Log in to your Freshservice account.
Go to Tickets > List.
Click any ticket Subject to open the ticket Details page.
Click Manage settings in the Clockify widget. The Manage Clockify settings pane opens on the right side of the page.
Select a relevant workspace from the Select a workspace dropdown.
Select a relevant project from the Select a project dropdown. Then, click Save and start timer.
After adding a workspace and project, you can use the Start timer or Add manually options to track time.
Click Start timer in the Clockify widget to run a timer for tracking the time spent on a ticket. The timer will run until it is paused, stopped, or deleted.
Note:
Use the ‘Pause timer’, ‘Stop and submit entry’, or ‘Delete timer’ icons to perform the relevant action on a running timer.
You can run only one timer at a time.
To add a manual time entry, a running timer must be stopped or deleted.
You can add multiple timers or multiple manual time entry schedules.
Click Add manually in the Clockify widget to manually schedule and track the time spent on a ticket. The Add manually pane opens on the right side of the page.
Enter the relevant time values in hour, minute, and second fields.
Select a relevant date and time for scheduling the time entry. Then, click Save.
A manual time tracking entry is added to the Clockify widget, which will run for the specified time period on the selected date and time.
If you want to view all time entries, click the time entries icon.
The All time entries pane opens on the right side of the page listing the consolidated time spent by one agent or multiple agents on a ticket.
If you want to edit or delete a timer entry or manual time entry, click the ellipsis icon next to the timer entry or manual time entry. Then, select the required action.
