Setting up the Time Tracking app (Professional and Enterprise) Follow



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    Bart Brosens


    We recently started using the Time tracking app and decided to use the "edit time submission" function.
    Only a few groups of our agents need to register their time. They really love this feature.
    The others however find it annoying to see the prompt after every update.

    Is there any way to select which (group of) agents get the "edit time submission" prompt?



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    Chantal Meersman

    +1 to above, also the time limit of 15 sec is regarded to short by a great deal of agents.

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    Can I edit the two field titles? I have "Hide the app from agents" checked, but they will still see that time is being tracked when they select "Show all events" and see the two ticket fields:

    • Total time spent (sec)
    • Time spent last update (sec)
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    Hello Toan!

    Unfortunately there is not a way to rename them as they are system fields. I'm so sorry about that!

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    Ed Ball

    So this is not working for us. We installed it and it the two fields that were created were added to all of our forms and it should work. This however does not work. All we see is ..

    Did you follow the installation instructions for this app and configure both required ticket fields to appear on every ticket form?

    The answer is yes and I have checked every form we have including the inactive ones just in case. I have uninstalled it and reinstalled it with no success.

    I did install it on our sandbox and it works just as it should right after installation. So something is different between our live and sandbox pages. Does anyone have any idea what it would be?

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    Brian Manning

    @Ed - I'm going to spin up a ticket for you so we can take a look at this directly. This isn't typically an issue with the time tracking app so I want to take a look. Look for an email from me shortly. Cheers!

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    Wynne Walker

    This has been working for us for a long time and all of a sudden stopped working recently. Cant figure out why.

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    Jessie Schutz

    Hey Wynne!

    Can you give more information about what exactly stopped working? That'll help with troubleshooting.

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    Wynne Walker


    I found the problem, we added ticket forms and the hidden fields were not available on the form. Thanks!

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    Jessie Schutz

    Hey Wynne, I'm glad you got it figured out!

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    Teena Luhadiya

    Hi, does the app capture time on all screens/programs within Zendesk, or just tickets? Meaning, will the time spent on Views, home screen, etc also captured?

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    Jessie Schutz

    Hey Teena!

    The app specifically tracks how long an agent spends on a ticket. Whether that time will include time spent outside of that ticket will depend on whether you enable auto-pause or not. But ultimately, this app doesn't track everything your agent does in the agent interface, just the time they spend on tickets.

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    Hugo Villalobos

    I was able to installed it successfully, also updated my forms, for some reason I am still getting:


    Did you follow the installation instructions for this app and configure both required ticket fields to appear on every ticket form?


    If not, please see these instructions and go to your ticket forms management page to finalize the setup.

    ---- Can I get some help. 



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    Dennis Lynn

    Hey Hugo,

    The most likely cause for this error is that you haven't added the two custom fields created by the app into each of your active ticket forms:

    Total time spent (sec)

    Time spent last update (sec)

    I'll go ahead and send you a followup ticket so we can look at your specific setup more closely. I'll be in touch shortly!

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    Monique Foy (Edited )

    So just to confirm, those two fields have too be added into each ticket form? So if I have 20 forms, it goes in all 20?


    I found this article, so this answers my question. It has to be added to all forms, in order for it to work.


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    Melanie Leu


    I can't find anywhere when the timer actually starts. If the Auto-Pause is off, will the timer start once a ticket is assigned to an agent or only when the assigned agent actually opens the ticket?

    And what happens if 2 people look at the same ticket?

    Thanks for some input!

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    Jessie Schutz

    Hi Melanie! I'm not exactly sure what the answers to your questions are, but I'm looking into it!

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    James Sanford

    Hey Melanie!

    The Time Tracking App will start tracking time when the Agent opens the ticket in Zendesk.  The Time Tracking App does not run outside of the apps panel on a ticket, so if the ticket is not open in a tab then the app will not be tracking time.

    If you do not have auto-pause enabled then the time will continue counting up for as long as the ticket tab is open for.

    If two people are looking at the same ticket the app will be running independently for each user.  The time that would be submitted with a ticket update would be how long that specific Agent had the ticket open for.


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