Does the Time Tracking app pause when the browser tab changes?

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5 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Lisa,

    Thanks for taking the time to share this with us! I would also recommend cross-posting in our Feedback on Support topic as that's the primary topic our Product Managers use to gather feedback.

    Cheers!

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  • Jonathan March
    Community Moderator

    Hi Lisa, as a fellow user, I am somewhat ambivalent about your request. How would you propose to account for the time spent working on a ticket which entails doing research on other (non-ZD) browser tabs?

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  • Lisa S

    Hello again Jonathan,

    This is a good point. With our current set up, our immediate concern is that our agents are very likely to answer a call or navigate away from their current Zendesk tab entirely to handle other support requests, or to take a break etc. The workload is very high and whilst submitting each ticket before handling another would be preferable, it is not always possible. We can see then that many tickets have a disproportionately high handling time and it is this we need to address. 

    How do your teams handle tickets and mitigate the additional time accumulated on tickets where they need to navigate to other tabs?

    Thanks.

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  • Jonathan March
    Community Moderator

    Lisa, we're not a good model because we tend to be bimodal -- many tickets handled in a minute or so, and many others which take hours over multiple days to handle. For the latter, in theory we use the Time Tracker Pause button when needed In practice, we'll often need to adjust the time when Submitting. This works because of our particular team, but I can see that it would often be impractical.

    You might consider asking for this to be an optional setting. A proliferation of options is a bane for developers and users, but it's worth at least considering.

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  • Lisa S

    Can we please please update this so that the app pauses not only when agents change between Zendesk Support tabs but also when they navigate away from the ticket to another non-Zendesk Support browser?

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