6 Kommentare

  • Andrei Kamarouski
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    Hey Susana, 


    You can easily create metrics for hrs or min view following this article

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  • Susana Fernandez
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    Hi Andrei,

     

    Thank you for your comment, that article was very interesting.

    I should have been more specific in my post, apologies. What I'm looking for is a way that the Time Tracking App will track the time spent on a ticket by my agents in hours or minutes instead of seconds. Hence, this metric should be in the Ticket Fields, not in the GoodData.

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  • Sebastiaan Wijchers
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    Hello Susana,

    Can you explain your use case a little? From a technical perspective seconds make sense, as you can covert seconds to minutes, hours, etc. But you can't go the other way around. So maybe if we understand your use case, we can give you a solution or workaround.

    With kind regards,

    Sebastiaan
    Sparkly ⭐

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  • Susana Fernandez
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    Hi Sebastian,

    So the problem is that in the Views it's not very userfriendly for the agents to see the time spent on the tickets in seconds compared to having it in minutes or hours. I've highlighted the specific field in the screenshot below:

    That field is apparently from the Time Tracking App, which is why it's making it complicated for me to change.

    Hope this extra information helps :)

    Cheers,

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  • Sebastiaan Wijchers
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    Hello Susana,

    Thanks for the details. Now I understand your use case!

    I can understand it doesn't work for you like this, but I can't think of an easy work-around to show a 'human readabe' format.

    The only solutions I can think of require development resources. Like a HTTP target or custom Zendesk app that populates another 'calculated' field.

    With kind regards,

    Sebastiaan
    Sparkly ⭐

     

     

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  • Susana Fernandez
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    Hi Sebastiaan,

    Thanks for looking into my request. I will wait for Zendesk to develop a solution.

    Have a great day!

    Cheers,

    0

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