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

 

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With the Time Tracking app, you can monitor how much time agents spend on tickets. For instructions on using Time Tracking, see Using the Time Tracking app.

The Time Tracking app is available on Professional and Enterprise.

Note: If you originally installed the private Time Tracking app from Zendesk Labs, installing the public version of the app from the Marketplace will reset your time tracking data, and you'll lose any data previously collected.

Installing Time Tracking

You can download and install the Time Tracking app from the Marketplace.

To install the Time Tracking app

  1. Click the Admin () icon in the sidebar, then select Apps > Marketplace.
  2. Find the Time Tracking app, then click the title.
  3. On the app details page, click the Install App button on the upper-right side of the page.
  4. Select or clear the options described in the settings section below.
  5. Click Install.
  6. After you install the app, press Command + Shift + R (Mac) or Control + F5 (Windows) to refresh your browser cache.
  7. (ProfessionalAdd-on and Enterprise) If you're using ticket forms, you'll need to update all of your forms to include to include two new custom ticket fields created by Time Tracking. For details, see the section below.

Configuring Time Tracking settings

You can edit Time Tracking settings when initially installing the app or by accessing the settings anytime.

To edit the Time Tracking settings

  1. Click the Admin () icon in the sidebar, then select Apps > Manage.
  2. Click the drop-down menu beside the name of the app, then select Change settings.

  3. Edit the app settings described below.
  4. After you finish editing the settings, press Command + Shift + R (Mac) or Control + F5 (Windows) to refresh your browser cache.

Display timer controls

This setting determines whether agents see the play and pause buttons next to the timer, allowing them to manually control when the timer starts and stops.

This setting applies only if you've enabled the Display timer to agents setting.

Reset current time

This setting determines whether agents can see the refresh button next to the timer, allowing them to start the timer over. Agent can reset his current time spent on a ticket.

This setting applies only if you've enabled the Display timer to agents setting.

Display timelogs to agents

This setting determines if agents can see a log of time spent on that ticket so far, including the agent and status for each time interval.

Auto pause

With this setting enabled, the timer pauses automatically when the agent navigates away from the ticket, such as by switching to another tab. The timer resumes automatically when the agent navigates back to the ticket.

Edit time submission

When you enable this setting, the above window appears when an agent submits a ticket. Agents can review and edit their time spent on a ticket if, for example, they spent significant time discussing the issue with a colleague outside of Zendesk.

With this feature enabled, agents are required to confirm their time in order to submit the ticket. They have 15 seconds from when the window opens to cancel.

Simplified time submission

When you enable this setting, agents can edit and submit their time spent in minutes, rather than in hours, minutes, and seconds. For example, with this setting enabled, an agent could enter "5" for five minutes. Without this setting enabled, the agent would have to enter it in the format "00:05:00".

Note that this setting only applies if you've also enabled the Edit time submission setting.

Enable role restrictions?

When you select this checkbox, you can select which roles should use the Time Tracking app. The app will not appear and will not track time for roles you don't select if you have this setting enabled.
Note: If you enable role restrictions, roles without access to the app will see the custom fields the app creates in their tickets. By design, roles with access to the app won't see the custom fields. For details, see Understanding Time Tracking custom ticket fields.

Understanding Time Tracking custom ticket fields

When you install Time Tracking, it automatically creates two custom ticket fields, Time spent since last update and Total time spent. You can view the fields by clicking the Admin () icon in the sidebar, then selecting Manage > Ticket Fields.

By design, agents with access to the app won't see the custom fields on their tickets. If you enable role restrictions, roles that don't have access to the app will see the custom fields on their tickets.

If you're on Enterprise or have the Productivity Pack Professional Add-on and are using ticket forms, you'll need to manually move the new fields to all of your ticket forms. If you don't add the new fields to all of your ticket forms, it won't work.

To add the custom fields to your ticket forms (Professional Add-on and Enterprise)

  1. Click Admin (), then select Manage > Ticket Forms.
  2. Click the name of a ticket form to open it.
  3. Drag the Time spent since last update and Total time spent fields from the list on the right onto your ticket form.

    For more information, see Creating ticket forms to support multiple request types.

Have more questions? Submit a request

Comments

  • 1

     

    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?

    thanks!

    Regards
    Bart

  • 1

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

  • 0

    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)
  • 0

    Hello Toan!

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

  • 0

    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?

  • 0

    @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!

  • 0

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

  • 0

    Hey Wynne!

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

  • 0

    Jessie, 

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

  • 0

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

  • 0

    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?

  • 0

    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.

  • 0

    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. 

     

    Thanks. 

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