Billable Time Report
The Billable Time Report is designed to provide a clear, summarized view of all billable work performed on support tickets within a chosen time frame.
It's typically used for:
- Customer billing — to invoice clients for the time spent on their requests
- Accounting — to track project hours/costs for financial records
- Performance tracking — to measure productivity of agents and teams.
Note
Only specific Agent actions are considered billable: Reply, Assign, Comment, and Move.
Report parameters & filters
When running the report, you can refine the data using these filters:
| Parameter | Description | Example |
|---|---|---|
| Period | Defines the date range for when billable actions occurred. | 2025-08-01 - 2025-08-31 |
| Customer Group | Filters by a specific group of customers. Leave blank for all. | VIP Clients |
| Customer | Filters by a single customer. Leave blank for all. | Acme Corp |
| Performed by | Shows actions by a specific agent. Leave blank for all. | David Garett |
| Queue | Filters tickets by queue. Leave blank for all. | Technical Support |
| Show assignee | Show the agent currently assigned to each ticket. | Yes |
Tip
Combining Performed by with Queue is useful for evaluating an agent's performance in a specific department.
Click Run Report to generate a table listing all matching tickets.
Report layout
Each row represents one ticket and includes:
| Column | Meaning |
|---|---|
| ID | Ticket ID (clickable link to ticket details). |
| Billable | Total billable time spent on the ticket, shown as Hours : Minutes. |
| Submitted | Date the ticket was created. |
| Customer | Name of the customer who submitted the ticket. |
| Group | Customer group classification. |
| Subject | Ticket subject line. |
| Status | Current ticket status (e.g., Open, Closed). |
| Assignee | Agent currently assigned (only if Show assignee is enabled). |
| Closed | Date the ticket was closed. |
Note
The Billable time spent on a ticket can count time by several named agents, not just the Asignee.
At the bottom, you'll see:
- Total billable time — aggregated for all listed tickets, shown as
Days Hours : Minutes.
Tip
Click any column header (like Customer or Status) to sort the report ascending or descending.
Best practices
- Set a consistent reporting period (e.g., monthly or weekly) to track trends.
- Export results (if your system allows) for integration with accounting software.
- Cross-check with non-billable reports to ensure all work is accounted for.
- Use customer groups to quickly segment VIP or contract-based clients.