Track Resolution Time. Schedule Coverage. Bill Accurately.

HiveDesk tracks time automatically while your support agents work. Create separate projects for L1, L2, and L3 support tiers, or organize by ticket type (password resets, hardware issues, software installations, escalations). Agents switch between projects with one click as they move between tickets. At the end of the day or billing period, pull reports showing exactly how much time was spent on each tier, ticket category, or client account.

Yes. Set up projects for each client account and have agents track time against the correct client as they work tickets. HiveDesk generates per-client timesheets showing hours by agent and task category. Export these as PDF or Excel and attach them to your invoices. Screenshot reports provide additional proof of work if clients request verification of billed hours.

HiveDesk lets you create shift schedules with specific start and end times, set up recurring rotations for weekly shift patterns, and assign agents to specific shifts. The attendance tracking feature compares actual clock-in times against scheduled shifts, so you can see who showed up on time, who was late, and who missed their shift. Leave management lets agents request time off and managers approve it — so you know agent availability before building schedules.

Yes. Create separate projects for each support tier. Assign agents to the appropriate tier project and track time spent at each level. Reports show how hours are distributed across tiers, helping you identify if L1 agents are spending too much time on issues that should be escalated, or if L3 engineers are being pulled into L1 work. This data helps you staff each tier more effectively.

HiveDesk takes periodic screenshots and tracks keyboard and mouse activity levels during work sessions. Screenshot frequency is configurable. Agents always know when monitoring is active and can view their own data. For IT help desks, this provides visibility into whether agents are actively working tickets or idle between calls — without the manager needing to walk the floor or check in constantly.

HiveDesk integrates with Asana for task and project management. You can track time against Asana tasks linked to specific tickets or projects. For other ITSM tools, HiveDesk works alongside them as a separate workforce management layer — handling time tracking, scheduling, attendance, and reporting while your ticketing system handles the ticket workflow.

HiveDesk automatically tracks working hours, break times, and overtime. The system generates detailed timesheets from tracked hours with a built-in manager approval workflow. Export approved timesheets for payroll processing. Attendance reports, overtime reports, and activity reports provide the audit trail you need for labor law compliance and SLA reporting. HiveDesk is GDPR compliant with AES-256 encryption and role-based access controls.

HiveDesk costs $5 per user per month — one plan that includes every feature. No tiers, no per-feature upsells, no hidden fees. You get time tracking, activity monitoring with screenshots, employee scheduling, attendance and leave management, project and task tracking, timesheets with approval workflow, and reporting. There is a free 14-day trial with no credit card required.