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| 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.
39 comments
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?
0
Elaine
I'll submit a support ticket on your behalf to delve deeper into the issue causing the NULL values. 🙂
0
Wilman Andres Joa
Hi,
I made a report to calculate Ticket Updates handling time by tags while using the formula above and I can see the time entries on each ticket that was worked on but the report is giving me a blank value in some of these tickets that were worked on, what could be causing this?
0
Chris Stewart
Hi Dane - Thanks for the reply and confirmation.
I have to say, this is very disappointing to hear. Zendesk as an organization highly encourages customers to automate processes to reduce agent manual work steps - but now it appears when we do exactly that we lose the ability to properly track time that agents are spending working tickets.
This seems to me like a major product bug which doesn't belong on the 'Feedback' forum where things sit for years.
Can you point me to the App documentation that explains this?
0
Dane
The Time spent last update (sec) and Total time spent (sec) will only kick in once the update has been made on the support interface. Any system update or API update will not trigger it to be updated.
Would you mind posting your use case to our Feedback on Apps and Integrations topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
0
Chris Stewart
Is it possible to configure the app so that if an agent has a ticket open, time tracking running, but a systematic action updates the ticket - the time is still stamped and recorded?
Use Case:
An agent has a ticket open but needs to navigate to another system to perform an investigation. Agent actions in the other system can auto-solve the ticket in ZD via webhook/api.
Since it is not the agent 'submitting' time spent working on the ticket (both in and out of ZD) does not record.
Thoughts?
0
Noly Maron Unson
Hi CARPCHEIL,
A way around this is to enable "Edit Time Submission".
This will give an agent a pop up window where they can edit or confirm the time when they submit a ticket. However, this needs to be entered manually by the agent.
Hope this helps.
0
CARPCHEIL
Is there any way to setup time tracking to allow time entries for earlier dates? We have support agents working on projects and sometimes you do the work and a day or two later we would update the notes with the work done. I know a lot of the other ticketing systems have this ability especially when you incorporate it for project management. Currently we have to track time outside of this in a different product where we can rely on it more.
0
Centro de Soporte Softland
se puede usar en agentes ligth
quedo atenta
0
Paolo
May I know if the app is not recording at all, meaning can't be seen being appended in the ticket events, or if it is appending in the events but shows a "0" timer? Also, is this happening to all tickets or just some of them? Have you tried reinstalling the app?
Best,
Paolo | Technical Support Engineer | Zendesk
0
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