Setting up the Time Tracking app (Professional and Enterprise)

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.

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. (Professional Add-on and Enterprise) If you're using ticket forms, you'll need to update all of your forms 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 (see Time Tracking app error message in Support tech notes).

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.