Time Tracking app error message

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8 Comments

  • Hillary Latham
    Community Moderator

    Looks like I have to add this to deactivated forms too?  I have multiple teams building forms for new products and services, so if I want to limit the use of this app to certain teams, I still have to have all teams add these fields to their form?  Feels weird to ask a team to remember to add two fields they are not going to use to any new form they build otherwise they break this for the rest of us.

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  • Stephen Fusco

    Hey Hillary, 

    You should only need to add these to active forms. A colleague and I both performed tests just to be sure and the time tracking app successfully worked in 2 test accounts when the fields weren't present on an inactive form. 

    I'm going to pull you into a ticket to investigate further. You should hear from me via email soon! 

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  • Tracy Scobba

    It is really a pain to have to add the two fields to every form ... in an Enterprise plan, you're going to have lots of brands and forms. Seems like we should be able to limit the app in some way so that it doesn't break every time a brand adds a new form.

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  • Dave Fear

    [Enterprise] - App was working great for Agents and Light Agents for a single form. Was popping when submitting, asking for the time to be input for all that used Time Tracking.

    However since turning on 'multiple' [2] forms, Agents still have the popup with the time, however Light Agents are now not prompted and cannot input time.

    - I've tried setting/unsetting 'Enable group restrictions' - nothing has changed in this respect.[currently running no restrictions]. Settings are screenshotted below.
    - We have added the 2x fields to all [2] forms also. Permissions are 'Agent Only'.

    Can you please advise if, with multiple forms, Light Agents should still be able to enter time via the popup.

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  • Tiffany Green
    Zendesk team member

    Dave Fear 

    We recently removed the popup for light agents. Light agents cannot make updates to a ticket (via Time Tracking or anything else) unless they created the ticket. Other customers had contacted us, finding it confusing that they got the popup even though their edits did not save, so we removed it. 

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  • Dave Fear

    ^ Thanks for the reply, good to note.

    That leaves a dilemma for us as we record all our time against each Zendesk ticket for oncharging - from 1st-3rd level support, development, account management and consulting input on each ticket.

    This really kills our invoicing and income capabilities now it's removed for light agents.

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  • Tiffany Green
    Zendesk team member

    Dave Fear Light agents have never been able to save information to a ticket via their own input through the app or any other method, so the popup was giving a false sense of editing something that wasn't actually being saved by the API. The app could track their time, but any edits they made directly to the time for a ticket they didn't create were not being saved. Were your light agents creating the tickets that they were entering time on? 

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  • Dave Fear

    I see.

    In looking back at the details of each time entry; i cannot see any saved time entries from Light Agents; I was just assuming as they were prompted, their time was being written [but wasn't].

    Thank you for clarifying.

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