Using Punch In and Punch Out

The Punch In and Punch Out function enables you to track the time spent assisting a customer for each ticket. When you click Punch In on a Ticket detail view, application begins timing the activity. When you are finished, you can click Punch Out. This application stops timing the activity and adds an activity record to the Ticket Activities tab for the ticket.

If you are punched in and you try to close a ticket with an open ticket activity, the application Web Client prompts you to close the open ticket activity or click Punch Out.

Note: If another user is punched in to the ticket you require to work on, you cannot modify the ticket information. You can add an activity to the ticket, copy the ticket, or add a calendar activity. Once the other user has punched out you can modify the ticket information.

To punch in and out of a ticket:

  1. Access the Ticket detail view for an existing ticket. See Using the Ticket detail view
    Note: You can also insert a new ticket. See Adding a new ticket
  2. Click Punch In.
    The option text changes to Punch Out, and application begins recording time against the ticket activity.
  3. Click Save.
  4. Click Punch Out to stop tracking time on the ticket when you have finished working on the ticket.
Related topics