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Setting up the Time Tracking app



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Chris Sos

Zendesk Product Manager

Edited Jun 21, 2024


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39

39 comments

We are currently facing an issue with the time-tracking app. The ticket fields ‘Total time spent’ and ‘Time spent last update’ dissapear when you view the ticket, they appear for half a second and then they disappear. 

Workaround this? or how to fix this issue?

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Gabriel Manlapig

Zendesk Customer Care

Hi Diana,
 
With the Time Tracking app, those fields (Total time spent and Time spent last update) are actually designed not to show because they are just for calculation purposes and work in the background.

I hope that answers your question. Please let us know if you have further clarifications. Thank you!
 

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Hi Team,

 

I would just like to ask when will time start on time tracking?

 

Is it once the ticket has been opened and will stop after the ticket was updated or the tab is closed?

 

If the agent is doing multiple updates on the ticket will the timer stop per update?

 

When will a new timer start after each update?

 

Thanks! hope you can help me

 

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Noly Maron Unson

Zendesk Customer Care

Hi Deo,

There are two metrics for the time tracking app.

1. Total time spent - This is the time starting from opening the app and ending with the last update you made. If you are making multiple updates on the ticket, this metric will update the time for each update. You can check the sample below that the first update I made took me 11 seconds and the second update took another 16 seconds which is why the accumulated metric time shown is 27 seconds.

2. Time spent since last update - This metric measures the time spent per ticket update which does not add up.

Hope this helps.

 

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Is it possible to add time to a ticket via email using a #timetracking or some such variant?

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Gab

Zendesk Customer Care

Hi Larry, 
 
Using the custom field placeholder , you can add the total time spent on a ticket in your email responses. 
 
Take a look at this article for your reference: Using placeholders for custom fields
 
You'll just need to use the field ID from the custom fields that were automatically created when you installed the Time Tracking app. To view the fields, in Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
 
Hope this helps! 
 

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Is it possible to configure this app to track time via timestamps and not a stopwatch timer type of stamp.

Example: Agent started working at 9:05 AM and worked ticket till 9:23 AM

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Hannah Lucid 

Unfortunately not possible yet. The configurations within the app are all that’s natively possible

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It would be great if we could set it to prompt you if try to close a ticket tab by clicking on the ‘x’. Right now, if you close a ticket tab, it will not keep your time.

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