Using the Time Tracking app

Return to top

30 Comments

  • Matthew Feczko

    Hi there,

    I noticed a similar issue that some previous people called out with Time Tracking app. In one of our tickets, the call lasted 10 minutes and 58 seconds. However, it says that the agent spent 378 minutes on the ticket, which is about 6 minutes and 18 seconds. 

    How come the total time on the ticket from time tracking is less than the call itself? I would have assumed the call would be included as part of the time spent on the ticket, or is the initial call not included in the app?

    Thanks

    0
  • Matthew Feczko

    Sorry, I meant 378 seconds on the ticket, not 378 minutes!

    Any idea why there's a discrepancy? 

    0
  • Kandace Meyer

    The time tracking app is not tracking one of my agents. How do I resolve this issue? 

     

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Matthew,

    Time spent last update is not logged when the call ends and ticket is updated with the call recording. This is why the duration of the call is not included in the total time spent calculation.

    Thanks!

    0
  • Gab Guinto
    Zendesk Customer Care

    Hi Kandace,

    You might want to check if role restrictions is enabled for the app. You can visit the Time tracking app's settings in your Admin page to see if that agent's role is restricted from accessing the app.

    Thanks!

    0
  • Valentine

    Hi, Can a light agent start the timer of a ticket as well ? 

    And can I produce a report with the total time spend per organization per month?

    0
  • Dane
    Zendesk Engineering
    @Valentine,
     
    Light agents can start/pause the timer of the Time tracking App. However, due to not having field edit permission, the time will not be recorded for such roles.
     
    Regarding the report, you can definitely create one that will show how many time was spent on all organization ticket each month. Refer to the screenshot below.
     

     
    Hope this helps!
     
     
    1
  • Anton Verhelst

    What happens if 2 agents have a ticket open at the same time?

    Will the time be tracked twice?

    0
  • Dane
    Zendesk Engineering

    Anton Verhelst,

    It will directly add up to the total time spent once the ticket has been updated.

    0
  • Carl Hajal

    Hello Zendesk Community, 

    Is there a possible way to generate a report that shows per day/week how much time an agent spent on his/her tickets? 

    Thank you

     

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Carl,
     
    If you use the handling time metrics as described here, then you can generate this report in Explore. Just slice the data by Updater name and Update - Date or - Week to see how much time each agent spent updating the tickets within a particular period.
    1
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Agent had an interesting question. Does the app still track time if you're updating tickets via bulk update? We do that a LOT, so it would kind of count against an agent to do that if it doesn't.

    0
  • Diogo Maciel
    Zendesk Customer Care
    Hi Louis!

    unfortunately the app cannot track time on the bulk update screen, as the app need to be open to track the events, and the app can only be open in the regular ticket screen

    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

    Thank you!
     
     
     
    0
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Diogo Maciel

    Thank you for responding. I don't see it as a huge need. If you're bulk updating, I would expect it to be a very short duration and inconsequential to the overall time.

    0
  • Diogo Maciel
    Zendesk Customer Care
    Hi Louis.

    I understand. I am sorry the interface doesn't cover this need at the moment. Feel free to reach out to us if you have any other questions or issues!
    0
  • Martin St-Onge

    Hello..  Any ETA to show the Time spent in Minutes at least in the views?

    0
  • D.Fitz

    My results are coming back completely blank from all of the formulae given above. The app was installed a few days ago and the reports are filtered to only show tickets created since that time, why could this be happening?

    0
  • Mike DR
    Zendesk Customer Care
    HeyA David! Is the issue still happening?
    0
  • Bobby Koch
    Zendesk Luminary

    same thing that is happening to david is happening to me, the app doesn't seem to be recording anything

    0
  • Paolo
    Zendesk Engineering
    Hi Bobby,
     
    May I know if the app is not recording at all, meaning can't be seen being appended in the ticket events, or if it is appending in the events but shows a "0" timer? Also, is this happening to all tickets or just some of them? Have you tried reinstalling the app?
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0
  • Centro de Soporte Softland

    se puede usar en agentes ligth

     

    quedo atenta 

    0
  • CARPCHEIL

    Is there any way to setup time tracking to allow time entries for earlier dates? We have support agents working on projects and sometimes you do the work and a day or two later we would update the notes with the work done. I know a lot of the other ticketing systems have this ability especially when you incorporate it for project management. Currently we have to track time outside of this in a different product where we can rely on it more.

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi CARPCHEIL,

    A way around this is to enable "Edit Time Submission". 

    This will give an agent a pop up window where they can edit or confirm the time when they submit a ticket. However, this needs to be entered manually by the agent.

    Hope this helps.

    0
  • Chris Stewart

    Is it possible to configure the app so that if an agent has a ticket open, time tracking running, but a systematic action updates the ticket - the time is still stamped and recorded?

    Use Case: 

    An agent has a ticket open but needs to navigate to another system to perform an investigation. Agent actions in the other system can auto-solve the ticket in ZD via webhook/api. 

    Since it is not the agent 'submitting' time spent working on the ticket (both in and out of ZD) does not record.

     

    Thoughts?

    0
  • Dane
    Zendesk Engineering
    Hi Chris,

    The Time spent last update (sec) and Total time spent (sec) will only kick in once the update has been made on the support interface. Any system update or API update will not trigger it to be updated.
     
    Would you mind posting your use case to our Feedback on Apps and Integrations topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
    0
  • Chris Stewart

    Hi Dane - Thanks for the reply and confirmation. 

    I have to say, this is very disappointing to hear. Zendesk as an organization highly encourages customers to automate processes to reduce agent manual work steps - but now it appears when we do exactly that we lose the ability to properly track time that agents are spending working tickets.

    This seems to me like a major product bug which doesn't belong on the 'Feedback' forum where things sit for years.

    Can you point me to the App documentation that explains this?

    0
  • Wilman Joa

    Hi, 

    I made a report to calculate Ticket Updates handling time by tags while using the formula above and I can see the time entries on each ticket that was worked on but the report is giving me a blank value in some of these tickets that were worked on, what could be causing this?

    0
  • Elaine
    Zendesk Customer Care
    Hi Wilman,

    I'll submit a support ticket on your behalf to delve deeper into the issue causing the NULL values. 🙂 
    0
  • Trina

    We've been using Time Tracker since we first started using Zendesk over 2 years ago. At that time, we only had 1 group of agents that were using the system and we were ‘automatically’ submitting time for agents (no pop up window asking the agent to submit time). I believe that we even had the “hide the app from agents” configuration enabled too. We were able to report on time spent on tickets without 'bothering' the agents to submit time or even know that their time on a ticket was being tracked.

    About a year ago we added a second group of agents that had a requirement to submit time and allow them to overwrite the time as needed. This introduced a pop up window that we did not want our first group of agents to have to interact with, so I enabled role restrictions to the app to just the second group of agents. However, when I did that, the time tracker app stopped ‘automatically’ submitting time for the first group of agents. I didn’t mean for this to happen….

    Is there a way to ensure that we are continuing to ‘auto’ submit time agents spend on tickets for everything, but keeping the requirement for the second group of agents where they continue to see the pop up window when they submit ticket changes? 

    0
  • Joyce
    Zendesk Customer Care
    Hello Trina,
     
    I'm afraid that the workflow you are trying to achieve is not possible. When you set a group restriction in the app, this will prevent the app from tracking time from those groups that are not selected on the Enable group restrictions. The app can only be set to show to all administrators while remaining hidden to those who have an agent role. 

    You can also visit the article Setting up the Time Tracking app for more information.
     
    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
    0

Please sign in to leave a comment.

Powered by Zendesk