Using the Time Tracking app

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11 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

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  • Matthew Feczko

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

    Any idea why there's a discrepancy? 

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  • Kandace Meyer

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

     

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  • 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!

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  • 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!

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  • 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?

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  • 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?

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  • Dane
    Zendesk Engineering

    Anton Verhelst,

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

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  • 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

     

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  • 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.
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