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 will have to do a one-time browser refresh to be able 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 Time Tracking, 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
- Press 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
- Press the refresh button to reset the timer to 0.
To review timelogs
- You can review how long different agents have spent on that 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 on the Cancel button begins counting down from 15. If you don't click Cancel or Submit before the 15 seconds are up, it closes and an error message appears.
Reporting on Time Tracking in Explore
The Time Tracking app tracks the time spent on each ticket update and stores this with the ticket. With Explore, you can create calculated metrics that contain this information and use them to produce reports. To learn how to set up custom time tracking metrics and produce reports, see Time Tracking app: metrics you need to be measuring.
15 Comments
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
Sorry, I meant 378 seconds on the ticket, not 378 minutes!
Any idea why there's a discrepancy?
The time tracking app is not tracking one of my agents. How do I resolve this issue?
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!
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!
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?
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!
What happens if 2 agents have a ticket open at the same time?
Will the time be tracked twice?
Anton Verhelst,
It will directly add up to the total time spent once the ticket has been updated.
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
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.
Agent had an interesting question. Does the app still track time if you're updating tickets via bulk update? We do that a LOT, so it would kind of count against an agent to do that if it doesn't.
unfortunately the app cannot track time on the bulk update screen, as the app need to be open to track the events, and the app can only be open in the regular ticket screen
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.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
Thank you!
Diogo Maciel
Thank you for responding. I don't see it as a huge need. If you're bulk updating, I would expect it to be a very short duration and inconsequential to the overall time.
I understand. I am sorry the interface doesn't cover this need at the moment. Feel free to reach out to us if you have any other questions or issues!
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