Using the Time Tracking app (Professional and Enterprise)

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74 Comments

  • Jonathan March
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    Nicholas, For all the reasons that many of us have given here repeatedly, that is really not an acceptable workaround. A complex ticket history simply cannot be recreated manually. I can understand why it would not be feasible (from an audit accountability perspective) to allow deletion of time record, but it should be possible at least for an admin to add a "time debit" canceling entry.

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  • Jimmy Rufo
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    Does anyone realize that there is a way to edit time logs now via adding negative time to a ticket?  Seems a configuration option was added recently to allow this, but not sure if the news is out:

    https://support.zendesk.com/hc/en-us/articles/360001094527?page=1#comment_360000505627

    Tried it and it works.

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  • David Birchmier
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    Hi All,

    David @Tymeshift here. I can definitely understand the use case for this. This functionality is supported natively by Tymeshift.

    Here's a 20 second vide on how you edit and delete time when using Tymeshift: http://screencast.com/t/GWLH2hnc

    More info: www.tymeshift.com

    Shameless plug, but I hope this helps some folks out! :)

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  • Linda Mise
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    What is the difference between time tracking and tyme shift? 

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  • David Birchmier
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    @Tsvetan - Glad it'll work!

    Full disclosure - I'm part of the team that built Tymeshift, so I'm probably a little biased. :)

    That said - We originally built Tymeshift to solve our own time tracking problems and figured it could help others. It was built for Zendesk, and Zendesk only.

    Tymeshift is extremely flexible and is designed to adapt to your companies workflow - not the other way around. If you need any help or would like personalized assistance to get the workflow setup the way you need it, just give us a call at 515-412-0840 or email us at: support@tymeshift.com

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  • Ricardo
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    Hello, MiiiA,

    There was indeed a change in the app's behaviour. Before it used to round down to 0 and now it rounds up to 1. Our engineers have changed this setting and it should be rounding down to 0 again.

    Could you please clear the cache of your browser and try again?

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  • Elli Rego
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    Also! Sometimes it appears the the time spent is negative. How does that happen? I see this on Insights reporting, but when I click into the ticket I only see positive time logged.

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  • Jimmy Rufo
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    ZD support gave me a workaround via reporting where I could filter out negative time in my reports.  If ZD wants to go through my ticket history, there should be a solution if thats the issue you want to fix as a band aid

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  • David Birchmier
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    Hey Johnny,

    Sorry if that came off pitchy - it wasn't my intention. I was just trying to explain that I thought Tymeshift actually did meet your requirement of being completely automatic/integrated with no need to manage a secondary product. But it sounds like perhaps I didn't understand your requirement.

    I re-read your original post and think I understand what you're asking. You want to grab the data from within each ticket for and push it to another system. < --- Can you tell me if I understand what you want to accomplish properly? 

    Data for the Zendesk Time Tracking App is stored within a custom field that is hidden. You can grab this data via the API: https://developer.zendesk.com/rest_api/docs/core/ticket_fields

    Is this what you are after?

     

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  • James Sanford
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    Hey Elli and Andrew!

    The negative values appearing in your Time Tracking reporting are a known issue that we're looking into currently.  To best assist with this I'll want to bring you into a ticket so that we can verify the issue we're working on is the same one you are experiencing.  We can then go from there to review the best options for your team.

    I'll be creating a ticket for each of you from here so please keep an eye out for that email - thanks!

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  • Jimmy Rufo
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    I already opened a ticket for this, but I really, really, need a way to edit a time entry that was entered by mistake.  Someone entered 17 hours erroneously and I can't simply omit the ticket from reporting.

    1. Edit an existing time entry

    2. Somehow omit that specific time entry from my time spent reports in GoodData/Insights

    Please advise on if anything can be done, or when you will enhance this feature to account for such a blunder.

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  • Nicole - Community Manager
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    @Linda - I'm not sure what Tyme Shift is. What are you referring to? 

    @Stephen - I've done some digging and it turns out that this is a known bug. Our dev teams are working on resolving it, but unfortunately I do not have a fix for you at this time. Apparently the problem is rather complex.

    However, there is an article that covers how to filter those numbers out. Read through this and let us know if it works for you and if you have any further questions: 

    Insights recipe: Filtering for follow-up tickets 


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  • Jessie Schutz
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    Hey Allen, I think we got this sorted in that other thread you posted about the different versions of the Time Tracking app, right? Or no?

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  • Alex Farquharson
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    Has anyone run into the situation where tickets that are created as a "Follow Up" ticket to a closed ticket copies the time from the closed ticket to the new ticket?  The end result is that your time is inflated if you have clients that continue to create follow up tickets?  Any creative solutions on how to address?  More often than not in our case, clients are submitting unrelated tickets and just using the last email they received to create a new ticket. 

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  • Jessie Schutz
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    Ah, I misunderstood. This outside my realm of expertise, but I'll see what I can find out!

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  • MiiiA Pty Ltd
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    Has anyone else noticed the default behaviour for the Time Tracking popup has changed slightly in an update in recent months (maybe more)?

    In older versions if you closed the ticket within a minute (short duration) I believe it would set the default value of time to 0 Zero minutes, making it very quick to click Submit/OK and not record any time logs.

    This was useful as you open/close or browse through tickets skim reading things etc.

     

    Now it appears the default lowest value is set to 1 one minute. This means most of the time I have to type Zero before submitting.

    I have setup detailed reports for time logged against my customers to aid in tracking how many hours of their monthly pre-paid support they've used. So I am trying to be careful not to log any "billable" minutes when unnecessary. 

    Hopefully some of that made sense!

     

    Dan

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  • Nicole - Community Manager
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    Glad to hear that helped! Thanks for sharing your metric as well. 

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  • Gabriel Manlapig
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    Hi Milton,

    I just opened a ticket for you. I will need more details because the logic for finding 0s is very different from the logic for finding nulls. Looking forward to hearing from you on the ticket that I have created.

    Cheers,

    Gabriel

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  • Alex Farquharson
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    @Helen Vieira - Thank you for the response.  I have examples of tickets opened as recently as last month that have carried the time over(screenshot below).  We opened a ticket with Zendesk support yesterday, but the initial response was not very encouraging.  They did not understand the issue at all. You can see on the screenshot below this ticket was opened as new with a little over 2hrs of labor which is the total labor from the ticket it was created as a follow up from. 

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  • Amy Dee
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    Hi Paul! At this time, the app can't be restricted by a ticket or user field. You wouldn't be able to block it from some teams using only a field.

    However, the Time Tracking app does allow for role restrictions. If the app is not enabled for a particular role, it simply won't run for those agents. We have details in our article on setting up the Time Tracking app. (We usually advise against using role restrictions, but it would make sense for your use case.)

    If you have an Enterprise account, you can create copies of some agent roles. The new roles would have the same permissions, but you could exclude them from the Time Tracking app. We have more details about custom roles in this article.

    I hope this helps!

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  • Jonathan March
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    @Jimmy, The only workaround that I'm aware of is to change the ticket's categorization so that it doesn't appear in the Insights reports. We assign it to a dummy group.

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  • Jamie Danjoint
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    Hi all,

    How do I remove time spent in the Solved Status when reporting on Avg time spent per ticket? My numbers are inflated because someone must have left their browser open and the clock just kept on ticking. :)

     

     

    Thank you!

    Jamie

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  • Kat Sorbello
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    Afternoon Rich,

    1) The time logs can be found under the Time Tracking App by pressing on the grey arrow button:

    2) You can use GoodData Metrics to be able to view the total time an agent has tracked against all tickets. I believe ZenDesk already has some default metrics for time tracking. We duplicated these metrics and created hours.

    GoodData is really nifty, it just takes some time to understand. I have several reports which will show me how many hours an agent has committed to per week, month and YTD. All of this comes from this Time Tracking app.

    In regards to untracked time, there are other apps such as Tymeshift that can actually track this. It really depends what the expectations for the staff are, if they are always meant to be working on emails and no other commitments then your option of 'goofing off' time would work. We have internal projects that we work on - for this work we track time against a ticket where the requester and all CC's are internal staff. 

    I hope this helps.

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  • Ricardo
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    Hello again! I have created a ticket on your behalf and sent you an email so we can troubleshoot your account. Would you be able to take a look at your inbox? :)

    Thanks.

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  • Jessie Schutz
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    Thanks for the feedback, Wouter!

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  • Elisa Reggiardo
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    @Linda:

    First of all and being completely honest, we love Zendesk. After all, TS won't even work if you don't use Zendesk.

    That said, there are a few key differences that make TS's tracking a lot more accurate.

    - Time is tracked as soon as the ticket is touched. It doesn't require submission

    - We track time OUTSIDE of tickets, too. Like time sitting on views and the home screen.We call that, Untracked time.

    - Lastly, we track things OUTSIDE of Zendesk. We call those things General Tasks but sometimes they are also called AUX CODES. This is stuff like, breaks meeting, QA training, etc.

    - What all this detailed tracking does is let you see a COMPLETE picture of your agents. It looks something like this:



    We have Rules. Rules help prevent problems from occurring. For example, if an agent forgets and leaves a ticket open for a long time, Tymeshift can automatically clock that agent out...and even remove the erroneous time!


    This keeps your timesheets clean and prevents you having to manually clean things up.

    - Rules can also be used to alert agents of problems by sending notifications. For example, if an agent spends way too much time on a ticket, they can be automatically alerted....or you can even alert their team lead (with pop-up notifications, via email or even on their Tymeshift mobile app!)

    Finally, we also offer Reporting, Scheduling and very soon Forecasting.

    @Nicole, you can find out more here :)

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  • Alex Farquharson
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    @David - received an update on our ticket this afternoon and Zendesk indicated that they had reports of this issue in Q4, but nothing in January.  We checked some Jan data today and it looks ok.  So, it looks like tickets created in December might be impacted.  Our tickets so far this month do not seem to be impacted.

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  • Jessie Schutz
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    Hi Kat! Welcome to the Community!

    It's not possible to export a metric out of Insights and back into Zendesk, so I'm afraid it won't be possible to populate the field that way. It might be possible with a custom app...I don't think anything like that currently exists in our App Marketplace though.

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  • Paul
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    Hi,

    I was wondering if it was possible for this app to only work for certain people within our organisation. We have teams for whom this app would be incredibly useful, and others for which the little pop-up at the end would be infuriating. We already divide these teams through a ticket field. Is it possible for the app to only work when the field is in a certain setting or something similar?

    Thanks,

    Paul

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  • Amy Dee
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    Hi Allen! It should be possible for a modal window to pull cursor focus. There are a lot of resources online with different approaches and tips that you could use in your own apps.

    I spoke with one of our support engineers about implementing this behavior within the Time Tracking App. They said it may be possible, but there are a lot of moving parts on the back-end of that app. It would need to go through more development and testing before we'd know for sure.

    It sounds like this would really help your workflow. I recommend posting about it in our Product Feedback Forum. Since the Time Tracking App is one of our official apps, that would be the best place to share your idea and start a discussion.

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