/
/
Report Freshdesk billable hours by agent and ticket
For finance and support leads who ask their AI assistant to total Freshdesk time entries for a period and find the costliest tickets.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
Billable hours added up in spreadsheets go wrong
Billable support hours are pulled out of Freshdesk exports and added up in a spreadsheet. Time comes in different formats and running timers get counted as finished, so totals by agent are slow and easy to get wrong.
Without PopdockAI
- Export time entries for the period
- Convert time formats in a spreadsheet
- Remove running timers by hand
- Build totals per agent and per ticket
With PopdockAI
- Time entries for the period are read and their format checked
- Totals are split into billable and non billable per agent
- The 10 tickets with most time are listed with subjects
- Running timers are reported apart, and no entry is edited
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Report the time logged from {from-date} to {to-date}, optionally for the agent named {agent-name}.
**Step 1: Resolve the agent**
If {agent-name} is not empty, call `freshdesk-get-agents` filtered by `name.contains` and stop with a list if ambiguous.
**Step 2: Pull entries**
Call `freshdesk-get-time-entries` with `executed-at.from` and `executed-at.to` and `agent-id` when chosen. Check how `time-spent` is expressed before adding it up.
**Step 3: Report**
Total time, billable versus non-billable, and a table per agent. List the 10 tickets with the most time, using `freshdesk-get-tickets` by `ticket-id` for their subjects. Note entries with timers still running (`timer-running`) separately.
**Rules & Guidelines:**
* Never call any write tool: `freshdesk-add-ticket`, `freshdesk-update-ticket`, `freshdesk-delete-ticket`, `freshdesk-add-ticket-note`, `freshdesk-reply-to-ticket`, `freshdesk-add-contact`, `freshdesk-update-contact`, `freshdesk-delete-contact`, `freshdesk-add-company`, `freshdesk-update-company`, `freshdesk-delete-company`, `freshdesk-add-group`, `freshdesk-update-group`, `freshdesk-delete-group`, `freshdesk-add-time-entry`, `freshdesk-update-time-entry` or `freshdesk-delete-time-entry`. This job is read-only.
* Do not correct or edit entries, only report oddities.
**Validation:**
* If no entries are returned, say so and stop. Both dates are required.Who it's for
One answer, three teams that use it
Finance managers
Get billable hours without the export
Billable and non billable time per agent for any period, with running timers kept out of the totals.
How many billable Freshdesk hours did we log in September, by agent?
Support managers
See which tickets eat the most time
The 10 costliest tickets with subjects show where effort goes and what might need a better fix.
Which 10 Freshdesk tickets took the most time between 1 and 15 November?
Professional services leads
Check an agent's time for a client bill
Report one agent's time for a period before it goes on an invoice.
Report Freshdesk time logged by Sam Patel from 1 October to 31 October, billable and non billable.
How it works
What PopdockAI does when you ask
You give a date range and optionally an agent, and your AI assistant totals the time. It stops and lists the matches if the agent name is ambiguous.
01
Ask
You give a start date, an end date and optionally an agent.
02
Read
It pulls the time entries for the period and checks how the time is expressed.
03
Total
It adds up time, billable against non-billable, per agent.
04
Report
You get the 10 tickets with most time and any running timers noted separately.
What PopdockAI provides
The tools behind the answer
Ready made tools for Freshdesk and one secure connection to your AI tool. No code, no exports.
freshdesk-get-agents
freshdesk-get-time-entries
freshdesk-get-tickets
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Billable support hours you can bill from
Related use cases
More ways to put this data to work
Freshdesk and Capsule CRM account health brief
Ask your AI for a customer health brief and it combines Freshdesk tickets with Capsule CRM opportunities and cases, then rates the account Green, Amber or Red.
Learn More
Reconcile Freshdesk time entries with Jira worklogs
Ask your AI to compare Freshdesk time entries on a ticket with Jira worklogs on an issue and report totals and gaps. Read-only, units stated.
Learn More
Review low Freshdesk ratings with Simplesat feedback
Ask your AI to rank low-rated Freshdesk tickets with time spent and Simplesat feedback, and to spot patterns by agent or group. Read-only, capped at 20 tickets.
Learn More
Trace a Freshdesk ticket to its Simplesat survey
Ask your AI to follow a Freshdesk ticket to its rating, time spent and Simplesat survey response in one view, read-only.
Learn More
Find overdue Freshdesk tickets
Ask your AI for unresolved Freshdesk tickets past their due date, grouped by assignee with how late each is. Resolved and closed tickets are left out. Read-only.
Learn More
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.