Time out issue with Time Tracking app

6 Kommentare

  • Chris Alexander

    We are experiencing the exact same issue. We have narrowed the issue down to a single agent, but are unsure what to do. 

     

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  • DJ Hartel

    We are also experiencing this exact same problem but with multiple agents.   Can this be resolved as we need it to report on handle time for tickets.

    0
  • Greg Katechis
    Zendesk Developer Advocacy

    Hi DJ and anyone else still getting updates here! The behavior that is being noted here is expected if the ticket submission takes longer than 60 seconds, which we note in our documentation. This would not be something that could be handled within the app, as this is a necessary component to ensure that an unresolved promise doesn't continue indefinitely, holding up the entire ticket.save lifecycle. I would recommend reviewing the settings that you have in place for the Time Tracking app to ensure that they are configured in a way that works best for your agents to ensure that this doesn't happen as frequently or at all.

    -1
  • John Tieu

    We're noticing this issue more lately, it started about a month ago. It happens well before 60 seconds have passed making an update, is there any other viable solution for this time out issue?

    1
  • Anggie Ramirez

    We have experienced the same for the last month or so... there is a spinning circle on the app within the ticket so no time is recording. This is affecting our metrics. I looked into uninstalling the app but it said that I would lose all the data associated with it. 

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  • Greg Katechis
    Zendesk Developer Advocacy

    For anyone that is experiencing behavior that seems abnormal, please open a ticket with our Advocacy team so that they can investigate this issue in your account. We can't do that type of troubleshoot in a public forum, so that will be the best place to start the conversation.

    0

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