Track Agent Time on Freshservice Tickets with Helport Remote

Automatically log working hours in Freshservice and gain deeper insights into your service desk efficiency.
With Helport Remote, every minute your agents spend resolving incidents in Freshservice is captured in the background. Managers can review both high-level metrics and detailed breakdowns of resolution times, ensuring full visibility into workloads and team performance.
The Helport Remote + Freshservice integration enables you to:
● Automatically record time on incidents without manual input.
● View how long agents spend on individual requests and tickets.
● Identify which issues consume the most resources and which team members may need support.
By combining Freshservice’s service desk capabilities with Helport Remote’s workforce analytics, businesses improve accountability, uncover inefficiencies, and deliver faster customer support.

Log Agent Hours Automatically While Resolving Tickets

Getting started is simple. Install the Helport Remote desktop app—available for Windows, Mac, and Linux—and connect it with Freshservice. Once enabled, Helport Remote automatically logs the time agents spend on tickets as they resolve incidents and support requests.
Agents can also add notes or manually adjust time entries when needed, ensuring every ticket is tracked accurately. All data is synced instantly to the Helport Remote dashboard, where managers can review detailed activity reports, monitor productivity, and generate payroll-ready timesheets.
With Helport Remote, Freshservice time tracking becomes effortless, transparent, and reliable—helping service desk teams stay focused on customer support instead of manual admin work.

See which apps and websites your team uses in Freshservice

Helport Remote goes beyond tracking time on Freshservice tickets. The platform also records which websites and applications employees use while working, giving managers visibility into productive versus unproductive activity. This helps identify distractions, optimize workflows, and ensure agents stay focused on resolving customer requests.
In addition to Freshservice, Helport Remote integrates with 60+ business applications, making it easy to track time and activity across all the tools your team already relies on. Features like distraction alerts and optional work-life balance settings further support productivity while helping employees maintain focus during their shifts.
With Helport Remote, you gain a clear picture of how support agents spend their time—turning insights into better performance, stronger accountability, and faster ticket resolution.