Setting up the Time Tracking app (Professional and Enterprise)

Return to top
Have more questions? Submit a request

63 Comments

  • Melanie Leu

    Hi Michel,

     

    I'm quite certain that setting had an explanation once, but that is not there anymore. It is to exclude a tracked time if it is excessively and unrealistically high - like 1 week.

    As the explanation is gone though I can't tell you anymore where the cut off was exactly.

     

    0
  • Patrick Bosmans
    Zendesk Customer Advocate

    Hello Michel,

    We have found that the Time Tracking app breaks down if the system time and browser time get out of sync during an update. This shouldn't happen on newer browsers. Older browsers or unusual system configurations could cause trouble, though. 

     

    Our engineers have added the debugging mode to the Time Tracking app in order to help with this issue. It blocks ticket updates that have a handle time of two weeks or more, then outputs additional error details to the browser console.

     

    If you and your agents are using newer/updated versions of Chrome, Firefox, Safari, etc, you shouldn't need to worry and can enable/disable this setting at your leisure.

     

    Sincerely, 

    Patrick Bosmans | Zendesk Customer Advocate

    0
  • Jon Heath

    I'm also wondering about "debug_prevent_huge_times". So it allows time up to two weeks? Yikes.

    A new agent added 30 hours instead of 30 minutes. Now the report shows the ridiculously high time spent on the ticket and from what I'm reading here, there isn't any way to change it.

    Zendesk needs to allow an admin to edit this time field.

    Update: We can add negative minutes to the ticket if we set this to Simplified time submission in the app.

    0
  • Jessie Schutz
    Zendesk team member

     

    Thank you for the feedback, Jon, and welcome to the Community!

    0
  • Massimo DiDio

    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.

     

    0
  • Amie Brennan

    Hi Massimo,

    Thanks for letting me know. I'm going to create a new ticket for this one so we can investigate this further from there for you. I'll see you in the new ticket. :)

    Best,

    Amie

    0
  • Jonathan Brault

    Was that last issue reported by Massimo ever fixed? I just installed it on ours too and I'm having the exact same result as Massimo.

    0
  • Nicholas Webb

    I am also having the same issue as Massimo. Any estimates on when this will be resolved?

    0
  • Amie Brennan

    Hi Jonathan and Nicholas, 

    We never heard back from Massimo after we reached out so we can only assume he was able to resolve this issue. 

    I will create a new ticket for you each so I can take a further look in your account at the setup of this and we can troubleshoot with you from there. 

    See you in the new ticket. :)

    Best,

    Amie

    0
  • Brad Rhodes

    Is there any way to implement this for the use of only 1 team or group? It seems like all the documented options here involve either implementing it for everyone, or restricting it by role/group (Not sure on group behavior since it is absent from the documentation here...) and asking everyone to accept 2 extraneous fields in their tickets.

    1
  • Farhan Rasam

    I am also having the same issue as Massimo. What is the solution?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Farhan,

    Could you go into detail exactly what is impacting you and what you have done thus far to try and troubleshoot it? 

    0
  • Daniel Calado

    Hi 

    Time tracking is working, but we need to have the same Timer to have it grouped by the agent group, so we would know for the current group is working on the ticket. This or have the time log grouped by the group.

    Is there any way possible to add other Ticket fields or just display this kind of custom timer?

    My best regards

    0
  • Erica Rey

    Hello! Occasionally our agents get the error message below. Can you let us know what this means?

    Devan - Community Manager For extra context, our agents see the error occasionally when submitting a ticket that was generated by a Talk phone call or Chat.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Erica Rey,

    Would you mind sharing a bit more information with us on when you are receiving these error messages? Is there a specific task that your agents are doing when this comes up?

    Best regards. 

    0
  • Leo Gillis

    Hello,

     

    Is it possible to use the Time Tracking app when updating a ticket using the Slack integration?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Leo,

    The Time Tracking app will only work when the agent opens the ticket through the agent interface. I'm afraid at this time it wouldn't track responses sent using the Slack integration.

    Let me know if you have any other questions!

    0
  • Jesse Evans

    Could I get a bit of clarification on the auto-pause feature:

    "..., such as by switching to another tab. The timer resumes automatically when the agent navigates back to the ticket."

    Can someone please confirm if the term "tab" is referencing a browser tab? --

    or a Zendesk ticket tab? --

    My hope is that the time is only affected by the Zendesk ticket tab and not the browser tab. This way our staff can navigate to other tools in different web browser tabs to help resolve an issue, while still registering that they are working on the active ticket tab in the non-active Zendesk browser tab.

    Does that make sense?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Jesse -

    Totally makes sense. I'm trying to confirm but I'm pretty sure it just tracks the Zendesk tab and not the browser tab. I'll let you know once I hear back.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jesse,

    The Time Tracking app will pause when you navigate to a different Zendesk ticket tab. If you were to navigate to a different browser tab, that ticket would still be open and the clock would continue.

    Let me know if that doesn't make sense!

    0
  • Duggan Everage

    Hello! I'm setting this up and the role/group restrictions language is unclear. When you select which role/group should have access to the app, does that mean that they are the users being tracked (e.g., the agents) or the ones that can see the new fields with the time metrics (e.g., admins)?

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hey Duggan,

    When you select the restriction checkbox, the roles you select should have access to the Time Tracking app but won't see the new/custom fields the app created, and yes, they are also the users being tracked. The app will not appear and will not track time for roles you don't select, but they will see the new/custom fields the app creates in their tickets. At the moment, this is how the app is designed. 

    I hope was able to lead you in the right direction. If you have any questions, please let me know! :)

    1
  • Rob Mullins

    Please could someone offer advice when using the pause function on the Time Tracking app? Our users are reporting when they start typing in the paused ticket the 'Would you like to resume the timer?' message box helpfully appears, however even though they are selecting Yes, the message box re-appears numerous times before it will allow them to continue;

    Is anyone else getting this issue?  Happy to try out any possible solutions. 

    Thank you in advance. 

     

    0
  • Tiffany Green
    Zendesk team member

    Rob Mullins Do you happen to know if the user is typing just one character and getting the dialog box multiple times or typing multiple characters? My guess is that it's popping the dialog box for each character they type. Obviously, not great behavior! I'll file a bug report to get that addressed - thanks!

    0
  • Rob Mullins

    Thank you for the response Tiffany, it does indeed seem to occur when they type multiple characters. Thank you for filing a bug report to get this addressed. 

    0
  • Robert DelFave

    Is there a way to change this reporting from seconds to minutes?

    0
  • Tiffany Green
    Zendesk team member

    Robert DelFave There is a setting that allows the agent to type in minutes instead of seconds. If the setting for agents to edit their ticket time is enabled, then the simplified setting can be enabled to let them enter that time in minutes. 

    0
  • Mark Leci

    Someone else asked this but I didn't see an answer - we have multiple groups in Zendesk, I only want to track time for two of them, and I don't want the rest to be tracked or see the time tracking fields in their tickets (as it's not relevant for them). How can we do this? 

    0
  • Tiffany Green
    Zendesk team member

    Hi Mark -

    In the app settings screen, you can restrict an app to specific groups. So, anyone not in those groups won't see the app. Here's some articles that provide a little more info and screenshots:

    https://support.zendesk.com/hc/en-us/articles/203662486-Managing-your-installed-apps#topic_xyf_wmw_qfb

    You can ignore the pricing info on this one, but the way that group permissions work still applies:
    https://support.zendesk.com/hc/en-us/articles/360034074974-When-I-buy-a-Zendesk-app-that-has-a-price-per-agent-month-how-many-agents-will-I-be-charged-for-

    0
  • Mark Leci

    Hi Tiffany,

     

    That prevents those people from seeing the app, but it looks like you still would need to add the fields to every ticket form. How can I ensure those fields aren't visible to teams that don't use time tracking? 

    0

Please sign in to leave a comment.

Powered by Zendesk