Time Tracking app: metrics you need to be measuring

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61 Comments

  • Lennart Schmidt
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    We can not choose the dataset "Support: Ticket Updates". The "Zendesk support" does not have this option too. We can only choose between "Support: Ticket Events" and "Support: Tickets, Users, Organizations". How can we get the right dataset?

    2
  • Mistyamber Reynolds
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    We have several agents assist in a case.  Is there a way we can see how much time each individual agent spends in each case?  The Example 1: Ticket handling time by ticket ID report shows an overall time spent in the case for the last agent that accessed it and I'd like to see actual time by agent.

    1
  • Boyan Parshorov
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    Dear Eugene Orman ,

    Can you please advise if there is a way for me to create a Time tracking by Group report?

    For Example: When a ticket is received in "group A" they make some changes for 3h and assign it to "group B" for 2h, then they assign it to "group C" for 1h and they close it.

    So the report should look like:

    Ticket id           Group A             Group B                  Group C         Total resolution Time

    123345                3h                         2h                         1h                         6h

    132665                1h                         2h                         3h                         6h

    Please help me to achieve this.

    Thank in advance.

    1
  • Brett - Community Manager
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    Hey Francesco,

    It looks like you have a ticket created with our Customer Advocacy team related to this issue. They will follow-up with you on the ticket since they may need to look at account-specific information to troubleshoot further.

    Cheers!

    1
  • Rolly Valenzuela
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    Hi All-

     

    Just activated the Time Tracking app hours ago. Trying to show the "Ticket Handling Time" per ticket by assignee name but no success. Please help 

    I just want to get the min spent per ticket.

    1
  • Brett - Community Manager
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    Casey Moore

    You'll need to first add **/60** to your metric formula so the minutes are converted to hours. 

    You can then edit the display format of your query as shown in the screenshot below: 

     

    Mistyamber Reynolds can you provide a screenshot of the query you're trying to set up so I can take a look at your metrics/attributes?

    1
  • Johann Lazarus
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    With regards to Example 1 - we can have sometimes up to 3 people working on different activities in a single ticket for a customer.

    What do I need to do in order to show for a particular ticket which of my team members worked on a the ticket and the time they each expended?

    1
  • Brett - Community Manager
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    Hi Makmur,

    If you're using Explore Professional, your data syncs one hour after the most recent sync ended. The sync time is randomized within the hour.

    Currently, there's no realtime syncing with Explore but something the team is looking into.

    Cheers!

    1
  • Segio Daniel Hernández
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    Hi guys!

    Thank you for the recipes! Im wondering if there's a way to know how many time a ticket spent in a status?

    i.e. How many time our tickets spent in hold or pending?

    And in which tickets a trigger made changes?

    Thank you in advance :)

    1
  • James Sanford
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    @Johann!

    It looks like you're trying to use Example 1 for a use case that it is not intended for.  Example 3 is more in line with what you are looking to report on to expose the update handling time spent per Agent.

    @Segio

    The Ticket Updates dataset includes metrics for Duration - Field changes you can use for this purpose.

    If you wish to see which Tickets a Trigger fired on you would need to update the Trigger to add a specific data point (such as a Tag) and then report on which Tickets contained that Tag.  Trigger usage cannot be reported on in Explore without these changes.

    @Harvey

    You can report on Public Comments per Ticket by Channel with this configuration using the Ticket Updates Dataset.  

    You would then need to add a Result Manipulation for Totals with the Average aggregator to achieve your desired results.

    1
  • Makmur Arafat
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    Hi team,

     

    Just want to ask, for time tracking data is it can only shown by D+1 or real time? We are using Zendesk support professional and Zendesk explore professional. 

     

    Thank you

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Phil,

    This cannot be done within Explore. If you're tracking this information in an organization field, you would need to use automations as I mentioned above but it may be a bit tricky getting the time tracking data from the ticket over to the organization field. I'm thinking you can use our API to pull this information from a ticket field and populating it into an org field using a custom script. However, that may be more trouble than it's worth.

    I wish I was able to provide an alternative solution for you here. It may be beneficial to create a separate post under our Support Troubleshooting and Q&A topic to help provide visibility to other users in the forum. Once you've created a post, I'm happy to get it added to our monthly Community Roundup and get your question out there :)

    0
  • Alex Aguilar
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    Hi,

    Is there a way to format the time metric as HH:MM:SS? We use this in insights, but I cant seem to understand how the display format works in explore.

     

    Edit: Nvm. Found out the metric needs to be in seconds and the format used is duration.

    0
  • James Sanford
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    Hey Boyan!

    You can achieve this Time Tracking by Group report with the following:

    Metrics: Sum(Update Handling Time - min)

    Columns: Update Ticket Group

    Rows: Ticket ID

    A Simple Total result manipulation for the Sum of columns will allow you to include your Total resolution time (based on the time tracking data).

    (please note that the Update Ticket Group filter in my example is only included for clarity and may not be necessary for your purposes)

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  • Brett - Community Manager
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    Hey Phil,

    Have you had a chance to review our Reporting with custom fields article for Explore? You can pull these numbers from your Support account an email sent over to the manager from Explore if necessary. The only downside is that you can set up scheduled emails in Explore once that number has reached a certain threshold.

    Let me know if the above isn't what you're looking for.

    Cheers!

    0
  • Carla
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    Hi,

    Is it possible to calculate the ticket handling time from a report like this, per quartiles?

    Thanks!

    0
  • Nicole - Community Manager
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    Hi Jim -

    You would need to rebuild the reports in Insights; there's not functionality to do a direct export/import between the two systems.

    0
  • Brett - Community Manager
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    Hey Mistyamber,

    I believe what Devan is referring to is adding the Updater attribute to your report which should get you the individual agent contributions. More information in our Metrics and attributes for Zendesk Support article which I've linked for you.

    When using the Updater attribute, you'll want to make sure you add the Updater Role > is not > End-user filter to your report.

    Let me know if you run into any issues setting this up :)

    0
  • Tim McMacken
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    Hey Eugene and the ZD Team,

     

    I am struggling to get the time tracking to work at all. I have had the time tracking app active since the beginning of February, but I am not getting any tracked tickets with these queries.

     

    How can I get this working? I need it for reporting asap. Thanks!

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Carla,

    Tymeshift is a 3rd party integration so you'll actually want to reach out to them directly to discuss whether it's compatible with Explore or not. You can contact them at the following email address for further assistance: support@tymeshift.com

    Hope this helps!

    0
  • Phil Shackleton
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    Hi, this kind of is what I need but doesn't solve the problem. 

    I want to be able to send a notification when the total time in a given month exceeds what we have defined as the allocated time.

    So, if our custom field is 8 hours. and using Zendesk time tracking we reach say 6 hours in a given month we want to send an email. 

    I'm not sure this can be done with what you've suggested and if so how?

     

     

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  • Phil Shackleton
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    Hello, I’m wondering if anyone can help me. We would like to generate an email notification when an organisation breaches a specified threshold for time used in a given month.

    So for example for each organisation we have a custom field defining the allocated hours. (8)

    We track time on all tickets.

    We add the time used by all agents on all tickets each month and if it exceeds the allocated amount we generate an email notification to a manager.

    I’m unable to create an automation in Zendesk support as the time tracking data metrics are not there? Can anyone please help or suggest an alternative?

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  • Colum Wedel
    Comment actions Permalink

    Hi Eugene Orman,

    Thanks for the quick reply. (Though I must say that it's a pity that an app like Time Tracking doesn't have this capacity itself - a feature many would say is essential to a help desk.)

    We are continuing to research how to analyse time spent on tickets. 

    1- If we are to get Explore Pro, must we get it for all our agents, or just those who will use it? (In our case just, 1 or 2.)

    2- On this page https://www.zendesk.com/explore/compare/, there is a row for Zendesk Support - Support Time Tracking. It's ticked for both Lite and Professional. What is the facility for Explore Lite?

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  • Eugene Orman
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    @Mistyamber, simply use the SUM aggregator instead of AVG. See Choosing metric aggregators for more details. For minutes you can use Ticket handling time (min) calculated metric and Total time spent (sec) custom field metric for seconds.

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  • Jared Allenbrand
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    I am trying to do that also, instead of generic time but finding out actual values using the time tracking app. 

     

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  • Phil Shackleton
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    Hello, can you tell me how we could round the time tracking values to the nearest 15 minutes?

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  • Eugene Orman
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    Rolly Valenzuela, the Time tracking app data will start flowing into Explore once the app is used on some of the tickets. Tickets that were closed before you installed the app will not have any ticket handling data. 

    Jared Allenbrand, If you want to see values submitted per ticket you can use the same approach as Rolly. Simply create a query in the Tickets datasets. You can even use the original metric to see the raw data in seconds recorded by the app. Here is a demo - https://cl.ly/e38494a0ccfb

    Colum Wedel, Since Explore Lite doesn't provide the ability to create custom reports displaying the Time tracking app data is not possible. You need to be on Explore Pro to access this data. 

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  • Carla
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    Thanks Brett!

    What about my previous inquiry?

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  • Brett - Community Manager
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    Hey Alex,

    Have you had a chance to take a look at this Explore article? How do I change my query to display time-based results as HH:MM:SS?

    This should hopefully point you in the right direction :)

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  • Phil Shackleton
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    Hi Brett, yes that's what I'd like but the 'hours worked' data is in Zendesk Explore. How would I create a custom field in Zendesk Support and get that data over here?

    0

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