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Using the Time Tracking app



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Kristie Sweeney

Zendesk Documentation Team

Edited Dec 03, 2024


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37 comments

Hi, I have the same issue https://support.zendesk.com/hc/en-us/articles/4408822487450/comments/6557417640474. @Elaine do you have solution for this?

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Example: ticket 16453574. In the ticket more than 10 minutes logged, in reports only 0.4.

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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. 

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Hi, tags/attributes can help with difference between real logged time in the ticket and time in explore? I don't understand....

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Hi, is there any new information on this?

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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! 

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