| Suite | Growth, Professional, Enterprise, or Enterprise Plus |
| Support | Professional or Enterprise |
The Time Tracking app enables you to monitor how much time you spend on tickets. You might see all or just some of the following options, depending on how your administrator has set up time tracking.
Every agent must do a one-time browser refresh to see the Time Tracking app after it's installed.
The app must be installed and set up by an admin. See Setting up the Time Tracking app.
Making the Time Tracking app appear after installation
The first time you use the Time Tracking app, do a hard refresh on your browser for it to appear. You will only need to do this once.
To make the Time Tracking app visible
- Press Command + Shift + R (Mac) or Control + F5 (Windows) to refresh your browser cache.
Tracking your time spent on tickets
To pause and resume the timer
- Click pause and play to pause and resume the timer as
needed, such as if you still have a ticket open but
are taking a break to answer an unrelated phone
call.
To reset the timer
- Click the refresh button to reset the timer to 0.
- Click Show timelogs to review how long different
agents have spent on that ticket.
- In ticket
events, check the Total time spent (sec)
and Time spent last update (sec) fields for
updates.
If an agent submits time that matches the previously recorded time, a change event is not recorded for the Time spent last update (sec) field because the value is unchanged. Only the Total time spent (sec) field is updated to reflect the cumulative time.
To edit the total time spent on a ticket
- When you submit a ticket, you might see a window like
the following, which allows you to edit or confirm
your time:
When the window appears, the timer begins counting down from 15. If you don't click Cancel or Submit time before the 15 seconds are up, it closes, and you are returned to the ticket.
38 comments
Simon Collier
Is there a way to take auto-pause off for only certain groups instead of turning it off for all agents entirely?
Similarly, is there a way to track time spend on a ticket only starting at an escalation to another group? Thank you!
0
Victor Carneiro
Once the app is installed, can we see the metric “time spent on tickets” in any Explore standard dashboard or do I have to create a personal dash to see it? I mean, using the Growth Plan, is it possible to have this information?
0
Edyta Tudek | starszy kierownik
Hi, is there any new information on this?
0
Edyta Tudek | starszy kierownik
Hi, tags/attributes can help with difference between real logged time in the ticket and time in explore? I don't understand....
0
Hannah Lucid
Hello, is there a way to apply “tags” or “attributes” to the time tables? For example, we have a third-party IT support company that uses our instance. They want to use Time Tracking app as a way to know the billable time. However, sometimes the time tracks won't be billable, either due to an agent triaging tickets, not meaning to click into the ticket, etc.
0
Edyta Tudek | starszy kierownik
Report: https://sage048pl.zendesk.com/explore/dashboard/1365DA0570B89B2A70463CEBBCC0A076BAC5A2AE8CBA723742E78DF864614F95
0
Edyta Tudek | starszy kierownik
Example: ticket 16453574. In the ticket more than 10 minutes logged, in reports only 0.4.
0
Edyta Tudek | starszy kierownik
Hi, I have the same issue https://support.zendesk.com/hc/en-us/articles/4408822487450/comments/6557417640474. @Elaine do you have solution for this?
0
Joyce
I'm afraid that the workflow you are trying to achieve is not possible. When you set a group restriction in the app, this will prevent the app from tracking time from those groups that are not selected on the Enable group restrictions. The app can only be set to show to all administrators while remaining hidden to those who have an agent role.
You can also visit the article Setting up the Time Tracking app for more information.
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
0
Trina
We've been using Time Tracker since we first started using Zendesk over 2 years ago. At that time, we only had 1 group of agents that were using the system and we were ‘automatically’ submitting time for agents (no pop up window asking the agent to submit time). I believe that we even had the “hide the app from agents” configuration enabled too. We were able to report on time spent on tickets without 'bothering' the agents to submit time or even know that their time on a ticket was being tracked.
About a year ago we added a second group of agents that had a requirement to submit time and allow them to overwrite the time as needed. This introduced a pop up window that we did not want our first group of agents to have to interact with, so I enabled role restrictions to the app to just the second group of agents. However, when I did that, the time tracker app stopped ‘automatically’ submitting time for the first group of agents. I didn’t mean for this to happen….
Is there a way to ensure that we are continuing to ‘auto’ submit time agents spend on tickets for everything, but keeping the requirement for the second group of agents where they continue to see the pop up window when they submit ticket changes?
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