Setting up the Time Tracking app (Professional and Enterprise)

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63 Comments

  • Tiffany Green
    Zendesk team member

    Hi Mark - 

    You can install another of our apps (it's free) - the Ticket Field Manager app. That allows you to hide specific fields from users based on their group. https://www.zendesk.com/apps/support/ticket-field-manager/. Here's more information on the features of that app: https://support.zendesk.com/hc/en-us/articles/360036483394-Installing-and-using-the-Ticket-Field-Manager-app

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  • Mark Leci

    For anyone that is having the same issue I was, the workaround is somewhat complex. Here's all the steps I needed!

     

    1. Add the time tracking app as above
    2. Add the 'Ticket Field Manager' app, which lets you hide certain fields in certain places
    3. Add the custom field ids for the time tracking fields to the 'Hidden form fields' list, which hides them everywhere.
    4. Add the group(s) to use with time tracking to 'Allowed groups for hidden fields'
    5. Add the time tracking app fields to all the forms (it makes sense to do this last otherwise people will be seeing the fields while you complete the other steps)

    Hopefully this helps someone else! 

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for sharing, Mark!

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