A simple way to track time spent working on tickets (not a timer)

5 Kommentare

  • Stephen Belleau
    Community Moderator
    Zendesk Luminary

    A couple of potential options:

    - Yes, the Time Tracking app includes a timer on the ticket, but it can also be configured to allow an agent to manually enter time. This is one of the settings:

    - If that's still not ideal, perhaps just create a simple numeric custom field? With that, you'd either have to rely on your agents to add the current leg's # minutes to the existing number -- or, just have them enter the current leg and I believe you can sum each leg in the Ticket Updates dataset. But you may want to test that. 

  • Steve Rinehart

    Thank you. I appreciate your response. Unfortunately, as a small public school district, we cannot justify upgrading to the Professional or Enterprise plans for one app.

    We will need to just use a numeric custom field.

    I do not see a way to sum each leg in the Ticket Updates dataset, however.

  • Dave Dyson

    Hey Steve,

    It looks like you're on the Support Team plan, and that plan allows access to pre-built apps (like the Time Tracking App) in our Marketplace. Support Professional and Enterprise is only required if you want to create your own custom apps. Hope that helps!

  • Rolf Hayes

    Hello Dave Dyson

    This app would be really useful for us too but I can't see how this works on the Support Team plan.  Please help me enable this app for our subscription as you mention above.

  • Neil
    Zendesk Customer Care
    Hey Rolf,
    The app is available to the Professional plan or above and cannot be enabled for Team plan. In your case, before you can make use of the app a plan upgrade would be required.

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