Setting up the Time Tracking app (Professional and Enterprise)

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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?



  • Monique Foy

    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.


  • 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.


  • Chantal Meersman

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

  • Michel Müller
    there is a field in the settings:  "debug_prevent_huge_times"
    what is meant by that - I do not understand the statement
  • Jessie Schutz


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

  • 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.

  • Wouter van Gessel


    • @Jessie:"Resume on changes: When changes are made to any fields, a modal will ask if the timer should be resumed." I don't understand what this function does? (See screenshot below)
    • @Jessie: The auto-pause feature does not seem to work well, when an agent has two browser tabs open? (If an agent clicks on a link in an e-mail, the ticket will open in a new browser tab)
    • @Stephen: What is the workaround, if an agent makes a mistake in submitting the time? 
  • 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.

  • Jessie Schutz

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

  • Jessie Schutz

    Hey Wouter,

    I'm not sure whether this is expected behavior or not, so I'm going to confirm this for you. 

  • 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.

  • Wynne Walker

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

  • Jessie Schutz

    Hey Wouter,

    Can you tell me exactly what happens with the auto-pause? I need more information.

  • 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!

  • Jessie Schutz

    Hey Michel!

    I'm not sure exactly what that means, so I'm going to see if someone can answer this for you! 

  • Patrick Bosmans

    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.



    Patrick Bosmans | Zendesk Customer Advocate

  • 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?

  • Jessie Schutz

    Hey Wouter!

    I'm not sure I understand you first question; I don't see that quote anywhere in the article. Can you point me to where you're looking in the article?

    If you enable the auto pause feature, the time tracking on a ticket will pause when the agent navigates away from that ticket. So if your agents work on multiple tickets at the same time, I'd recommend enabling that feature.

    The only way I can think to notify an admin when a ticket exceeds a certain number of hours would be to use a trigger, but the app uses numeric fields and you can only trigger on those fields if data is present or not present; you can't specify if the entry is over a certain number. I'd say that your best bet for this would be to look into SLAs.

    I'm not sure if admins can change agent time entries, so I'm going to look into that for you.

  • Nicholas Webb

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

  • 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.

  • Stephen Fusco

    Hello Wouter, 

    Unfortunately, admins cannot change agent time entries. Agents can adjust their times before submitting though as long as you have this setting active in the app configuration: 


    Once submitted though times cannot be edited. I apologize for that limitation. 

  • Jessie Schutz

    Hey Wynne!

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

  • Uri Shacham



    I can't see the timer but the settings seem OK.


  • Wouter van Gessel


    We might love using this feature...

    Some questions:


    • "Resume on changes: When changes are made to any fields, a modal will ask if the timer should be resumed." I don't understand what this function does?
    • How can we (admins) correct time or remove time, in case an agent makes a mistaken in time tracking? 
    • What happens if an agent has 2 different tickets in 2 browser tabs open? Does it count all 3 tickets? (We often have e-mails which link to an end-user's ticket. An agent then clicks on this link to work on this ticket, but might have another ticket already open on screen).
    • How can we trigger a notification e-mail to a manager if a certain ticket exceeds X hours?



  • 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. :)



  • Brittany

    Hello Toan!

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

  • 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. 



  • 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!

  • Jessie Schutz

    Hey Uri!

    I see that you were able to get assistance with this in a ticket; it sounds like there was a browser caching issue that was preventing the timer from displaying properly in your browser. 

    Let us know if you have any other problems!


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