Track time spend on ticket / issue?

[Susi Moser]

JIRA Service Desk:

Is it possible for agents to track the time they spend working on a ticket / issue (f.e. by using start and stop timers)? We want to create time-spent reports for each organization (customer group) we support.

[Daniel Vargas Llopis]

Hi Susi,

You can use JIRA's time tracking https://confluence.atlassian.com/adminjiraserver072/configuring-time-tracking-828788203.html or an add-on such as Tempo Timesheets https://marketplace.atlassian.com/plugins/is.origo.jira.tempo-plugin/cloud/overview

[Susi Moser]

Hello Daniel,

thank you for suggesting the Add-on Tempo Timesheets. Sadly the Add-on had many bad reviews / very poor ratings in the last few months. https://marketplace.atlassian.com/plugins/is.origo.jira.tempo-plugin/server/reviews

Therefore, we will try JIRA's time.
Is it possible to mark work log entries as billable / non-billable for the reports?

[Daniel Vargas Llopis]

Hi Susi,

I don't think it's possible to mark work log as billable or non-billable in JIRA's integrated Time Tracking.

It is definitely possible in Tempo, we're currently using it.

[Susan Hauth [Jira Queen]]

Hi Susi,

We use Tempo for billable/non-billable time as well. Don't be discouraged by some of the reviews, this is a top tier product. 

Susan