Using the Time Tracking app (Professional and Enterprise)

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74 Comments

  • 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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  • David Birchmier
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    Hey Alex,

    Is the follow-up ticket perhaps created from a very old ticket? I'm just guessing, but perhaps the fix applies only to tickets created after it was deployed, and very old tickets may still exhibit the bug of copying the data over when a follow-up is created. Just guessing out loud. :) 

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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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  • David Birchmier
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    Brilliant, glad to hear it! 

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  • Amy Dee
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    Hi Alex!

    We're aware of this behavior coming back, and we're looking into what caused it. For the moment, though, it seems to have resolved itself. Our latest test tickets did not carry over the previous ticket handle time. At this point, we don't know for sure what happened, so we're still investigating.

    If this issue crops up again, please send us a ticket so we can gather more information.

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  • Jenny Childs
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    Hi, 

    We have had the same issue with follow up tickets however the original ticket the follow up was created from was created on the 25th Jan and closed on the 14th Feb.

    The follow up ticket was created on the 15th Feb and included the time from the original ticket.

    Are you sure this issue is resolved?

    We bill our clients based on the time logged against the ticket so this is a huge risk to us.

    Thanks 

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  • Alex Farquharson
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    @Jenny - This issue popped up for us again this week and we had to re-open our ticket with Zendesk - below is what we received back on Wednesday - does not look like they have fixed the issue

    "Taking a look at some of the example tickets in your account, I do see the tickets created through the Closed Ticket / Follow-up Channel are inheriting those previously logged values from the time-tracking app.

    What I will do is attach this ticket as an incident to our ongoing investigation, I will keep you notified of any progress or updates that we have concerning this behavior with the time-tracking app and follow-up tracked entries.

    At this time our development team is still investigating a fix for this."

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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 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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  • 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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  • 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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  • Amy Dee
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    Hi Jimmy! This is a tricky one. The time tracking values are stored in ticket fields, and we use changes to those fields for reporting. That means the values are set once the update is submitted. You could submit a second update with a manual correction, but you'd still have two weird updates in your reports.

    There are a few ways to approach this. They all start in the same place though: Follow the steps in this recipe article to create a set of Time Tracking metrics. 

    Once you have the Time Tracking metrics in place, you can use them in a numeric range filter on your report. For example, if you want to exclude any tickets with more than 12 hours of handle time, you could create a numeric range filter like this:

    • Attribute: Ticket Id
    • Metric: Total time spent (min)
    • Range: Less than or equal to :: 720

    That means your report will only include tickets with a total handle time below 720 minutes.

    You could also use the Avg time spent per update (min) metric (from the same recipe article) to exclude individual ticket updates. That may make your numbers more accurate overall, but it can get complicated very quickly.

    You're welcome to give it a try - just make sure you're using an event-based metric and set the filter to Ticket Updates instead of Ticket Id

    I hope this helps! Happy reporting!

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

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

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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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  • Sergio Anarte
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    Hi guys,

    I have couple of question regarding this app:

    1.- Is it possible to add a description for each time record? It will be very helpful to be able to add what I did like "0.5 hours, description: analysis"

    2.- Sometimes I add by mistake time in a ticket, but there's no option to remove that time, could we have a chance to remove that record?

    I was wondering if I can modify the source code located in GitHub but, as far as I can see this is done with Zendesk API Framework v1 and we cannot upload apps with that ZAF version. 

    Could somebody help me? Thanks!!!

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  • Jonathan March
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    Hi Sergio,

    Description: great idea!

    Modifying time records: Not currently possible, has been requested many many many times, but last time I heard nobody was currently responsible for this app. As I mentioned above, my current workaround is to immediately put special text like "polluted_time" in a private comment, then before running significant time reports, moving polluted tickets to a group that is excluded from reporting.

     

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  • Elli Rego
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    Does the "Total time spent (sec)" metric for reporting include time spent on a Zendesk Talk call?

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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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  • Jessie Schutz
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    Hi Elli! Sorry for the delayed response. I'm going to see about finding someone who can answer this for you.

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  • Andrew Papin
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    Hi Jessie,

    I found the same thing as Elli Rego in that sometimes it appears that the time spent is negative in Insights. Please let me know once you have a solution for this.

     

    Thank you for your help!

    Andrew

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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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    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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  • Jonathan March
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    Reporting a bizarre interaction bug, in hopes that this might save some time for another user. With:

    • Time Tracker enabled in Zendesk Support web interface
    • latest Chrome (64.0.3282.167)
    • Mac High Sierra
    • HDMI-to-USB-C-connected external monitor
    • USB-C-only Macbook Pro

    Immediately after High Sierra updated from .2 to .3 (10.13.3), the following bug appeared when the ZD support site was open on the external monitor:

    After submitting a ticket, the Time Tracker dialog pops up, but it appears totally unresponsive. In fact, it does pass through keystrokes like Enter (and I *think* mouse movements and clicks) but it doesn't show them and in particular it doesn't appear to respond to clicks or keystrokes in the time entry field, making it effectively impossible to modify that field.

    Even more bizarrely, if the browser window was moved to the built-in display, the dialog immediately updated so was clearly responsive. This was true even if the Time Tracker dialog had already popped up.

    The solution was to switch the external monitor from HDMI-to-USB-C to DisplayPort-to-USB-C.

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  • Jessie Schutz
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    Thanks for taking the time to share this, Jonathan!

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  • Kat Sorbello
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    Hello,
    We use the time tracking app to record the total time on a ticket. This is then deducted from the total time available for the ticket (which is a custom ticket field). Using a metric in good data, we can do an equation of 'total time available - time used (from time tracking)'.

    Can this metric be used to automatically populate a custom ticket field called "time remaining"? Currently we manually update this field before submitting each ticket and use weekly reports to check the manual field match's the calculated field in good data.

    Thank you :)

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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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  • 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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  • Wouter van Gessel
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    @Zendesk: We know there is an option in the Timer to ask agents with every update to confirm their spent time, which allows them to correct the time. 

    As this is very time consuming to confirm this question for every single ticket, we have not activated this feature. 

    I have a suggestion: It would be great if admins could set an amount of minutes (more than 5 / 15 / 30 minutes), where the timer gives a notification asking the user if the timer should continue ticking, or if the time should be corrected. 

    As this would only show up in 1% of the tickets, this doesn't require much. But, the best benefit is that it would prevent entries of 2 hours when an agent forgets to close a ticket but submits it after 2 hours (after lunch or a meeting for example).

     

    Example of incorrect entry:

     

    Suggestion:

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