Setting up the Time Tracking app

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65 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! 

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Mark!

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  • Kristen

    Jessie Schutz or Dennis Lynn

    Hi Jessie and Dennis! I was under the impression that the time log would stamp regardless of if the agent has submitted the ticket (bottom right hand corner). From playing around with this, it seems like the time is only stamped when it is submitted. Is this correct and part of the intentional design?

    Is there anywhere we can see the raw tracking regardless of if an agent submits it? Is there anywhere we can see the date of when the agent was on the ticket?

    Thank you!

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  • Keiko Ishida
    Zendesk Customer Advocate

    Hi Kristen,

    Yes, the time tracking app does work based off submission so if an agent does not update the ticket it does not track their time.

    Thanks,

    Keiko Ishida | Technical Support Engineer - Tier 2

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