Setting up the Time Tracking app (Professional and Enterprise)

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42 Comments

  • Melanie Leu
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    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.

     

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  • Patrick Bosmans
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    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

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  • Jon Heath
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    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.

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

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  • Massimo DiDio
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    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.

     

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  • Amie Brennan
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    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

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  • Jonathan Brault
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    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.

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

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  • Amie Brennan
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    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

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  • Brad Rhodes
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    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.

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

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  • Devan - Community Manager
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    Hello Farhan,

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

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