Workforce Management for IT Help Desk Teams
Track agent hours, manage shift schedules, monitor activity, and ensure coverage across all support tiers. Built for in-office, remote, and hybrid IT support operations.
No credit card required · 14-day free trial · $5/user/month
IT Help Desk Challenges
Common problems that impact service quality and operational efficiency
Ticket Volume Visibility
Without real-time tracking, it's hard to see how agents distribute time across tickets, tiers, and escalations — making workload balancing difficult.
Scheduling Across Shifts
IT help desks often need 24/7 coverage. Manual scheduling leads to gaps, overtime, and burnout — especially with distributed teams.
SLA & Compliance Tracking
Meeting SLA targets requires accurate time records. Manual tracking creates compliance risks and makes it hard to prove adherence.
How HiveDesk Helps IT Help Desks
Purpose-built workforce management for IT support operations
Real-Time Agent Monitoring
See who's online, what they're working on, and track activity levels with periodic screenshots.
- Live activity dashboards
- Periodic screenshots
- Idle time detection
- Per-agent productivity metrics
Shift Scheduling & Attendance
Create agent schedules for 24/7 coverage. Track attendance, breaks, and schedule adherence across time zones.
- Custom shift creation
- Multi-timezone scheduling
- Attendance monitoring
- Leave management
Time Tracking & Timesheets
Track support hours automatically. Separate billable and non-billable time for client billing and internal cost tracking.
- Automatic time capture
- Billable vs non-billable tracking
- Timesheet exports
- Asana integration for tasks
Reporting & Compliance
Generate reports on team productivity, overtime, and attendance patterns. Stay compliant with labor laws.
- Productivity reports
- Break and overtime tracking
- Compliance-ready records
- Exportable audit trails
Simple, Affordable Pricing
One plan with all features included. No hidden fees.
All features included
- Automatic time tracking
- Activity monitoring with screenshots
- Employee scheduling
- Attendance & leave management
- Project & task tracking
- Reporting & timesheets
- Asana integration
No credit card required
Frequently Asked Questions
How does HiveDesk help manage IT help desk teams?
HiveDesk provides automatic time tracking, shift scheduling, attendance monitoring, and activity tracking for IT support teams. Managers get real-time visibility into agent availability and productivity across all support tiers.
Can HiveDesk manage IT support agents across multiple locations?
Yes. HiveDesk supports distributed IT teams across time zones. You can schedule agents, track attendance by location, and ensure coverage during all service hours.
Does HiveDesk integrate with IT service management tools?
HiveDesk integrates with Asana for task and project management. You can export timesheets and reports to complement your existing ITSM tools.
How does HiveDesk help with compliance?
HiveDesk tracks working hours, breaks, and overtime automatically. Audit-ready reports help you stay compliant with labor laws and SLA requirements.
What platforms does HiveDesk support?
HiveDesk works on Windows, macOS, Linux, iOS, and Chrome.
How quickly can we get started?
Most teams are up and running within a day. Sign up for a 14-day free trial, invite your agents, and start tracking time immediately. No credit card required.
Ready to Get Started?
Join teams worldwide who trust HiveDesk for workforce management, time tracking, and employee monitoring. $5/user/month, all features included.