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In Freshdesk, hours reach a ticket when an agent enters them in the Time Logs widget and agents can edit or delete their own entries afterwards. But WebWork tracks the same tickets automatically, capturing screenshots, activity levels and app usage while agents work, then adds the hours to the ticket in Freshdesk.
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Two features handle time tracking with Freshdesk. Time Logs take what an agent enters on the ticket; Average Handling Time, on Pro plans and above, runs a stopwatch while the assigned ticket is open. But these track only duration and not what the agent was doing during those minutes.
| Time Logs | Average Handling Time | WebWork | |
|---|---|---|---|
| How the time gets recorded | The agent types a duration or starts a timer | A stopwatch runs while the assigned ticket is open | The tracker records the session on the agent's device |
| What sits behind the number | A note the agent writes | The duration on its own | Screenshots, activity level, apps and websites |
| Whether it can be changed afterwards | Agents edit or delete their own logs | The stopwatch runs on its own; agents add unaccounted time as a separate log | Every edit is recorded in the Time Edit Log on Plus and Premium |
| Time spent off the ticket page | Counted only if the agent adds it manually | Stops when the agent navigates away | Recorded as part of the tracked session |
With the Freshdesk time tracking integration enabled, WebWork tracks time against the imported companies and tickets. Agents work their queue as usual and the hours show up on the ticket they were on.
Time recorded during a session shows on the imported ticket, under the member matched to that Freshdesk agent. There is nothing to submit at the end of a shift and no hours to reconstruct later.
As a time tracker for Freshdesk, WebWork records what happened during a session as well as how long it ran. Screenshots capture what was on screen while the tracker ran, at a frequency and blur level set per workspace, project or contract.
Freshdesk time tracking through WebWork also records activity levels from mouse, keyboard and scroll input, with apps and websites captured during ticket work and inactive minutes flagged automatically.
The WebWork and Freshdesk integration connects with a Freshdesk address and an administrator API key, then brings the helpdesk structure across. From there, hours tracked in WebWork are added to the ticket they belong to in Freshdesk. Here is what the time tracking integration with Freshdesk moves in each direction.
Companies become projects and tickets become tasks. Each company carries a With tasks toggle, so you choose whose tickets come across. You can also pick which of the seven ticket statuses and fields to import — Open, Pending, Resolved, Closed, Waiting on Customer, Waiting on Third Party and Assigned to AI Agent.
Agents import as WebWork members, matched by email. Anyone already added manually with the same address is not duplicated.
Three independent toggles control what stays current. Turn on the ones you want, and changes made in Freshdesk are reflected in WebWork without a second round of data entry.
With sending enabled, tracked hours are added to the linked ticket as native Freshdesk time entries, one per member per day, attributed to the matching agent. Managers reviewing the Time Sheet Summary report see hours that were captured rather than entered. Members without a linked agent are skipped.
Ticket changes made in WebWork go back to Freshdesk: subject, status, priority, due date and the assigned agent. The customer's description is never modified, and nothing is created or deleted in Freshdesk.
MSPs use the integration to bill clients from hours WebWork captured rather than hours agents entered. Each company imports as its own project, so support time separates by client, with screenshots and activity data behind every entry.
Support teams use it to see how much agent time each company takes. Hours are captured automatically on the imported tickets, so the totals per company come from tracked work rather than from what agents logged.
BPO teams use it to track agent hours across shifts and clients in one place. Attendance, inactive time and activity levels are recorded alongside the ticket hours, so the same data covers payroll and client reporting.
Three steps to integrate WebWork with Freshdesk.
In WebWork, go to Integrations > Freshdesk > Enable.
Enter your Freshdesk address and an administrator API key.
Choose which companies, ticket statuses and agents to import, then start tracking.
Freshdesk's Time Sheet Summary report totals the hours agents entered themselves. With WebWork, those hours were captured automatically, and the screenshots and activity behind them appear in WebWork.
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Astrid R.
Support Services Specialist
Simple, Automated Hour Tracking That Just Works
WebWork Time Tracker simplifies tracking my hours, automating the process so I can ensure I get paid accurately without manual tracking. Pausing the tracker during lunch and easily tracking vacation hours for approval and payment is also valuable.
Clarisse M.
CSR
Easy to Use with Clear Productivity Tracking
Overall, my experience with WebWork Time Tracker has been positive. It has been reliable for daily use, accurate in tracking time, and helpful for managing workflow. It's a solid upgrade after transitioning from other platforms, and it fits well for remote work environments.
WebWork integrates with the tools your team already uses, so time tracked anywhere lands in one place.
Import projects and issues as tasks and track hours on tickets after they escalate from support to engineering.
Track time on work discussed in escalation channels and get holiday and standup notifications posted where the team already talks.
Send payroll and payment data from WebWork into Xero to bill and pay from tracked support hours.
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