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We need time tracking

Hi,

I know there is Harvest. But that's yet another tool we would need to sign up to, and Harvest ist not exactly the tool we want to use. What options do we have from inside Zendesk to track time spent on tickets?

Thanks

Sascha

159 comments

  • 0
    Avatar
    Jake Holman

    Have you looked at the report Zendesk can generate? You are able to see how long it takes tickets to be solved - albeit, time intervals. So for example, we have a report which shows us how many ticket were resolved within an 1, within 12 hours and took longer than 12 hours.

  • 0

    Yes, I've seen that, but it does not allow me to specify a time frame, nor can I choose to drill this down to a user, organisation or group.

    Also, the report looks at the time a ticket was open, not at the time we actually spent working on the ticket. Huge difference.

    I am talking about time tracking in terms of billing. I need to be able to track how much time I spent on single or many tickets in a certain time for a certain organization, so at the end of the month I can tell (and bill) my customer: Hey, we've worked 76 hours resolving your tickets. Pay. :-)

    Something like a little timer would be nice. Say you open the ticket, hit the timer button, then start working, and when you are done working, you hit the timer button again. The time is then recorded alongside the ticket, and reports can be run against the time records. That would be fancy. It doesn't need to be fancy though. It would be enough if we could just log time against a ticket (and report against the time logs).

    Make sense?

  • 0

    There are "pro" versions of this (aka Harvest), but for some very simple time tracking, we just added a "Hours" field, plus a check requiring the field have a value when the status is being set to "solved". The agent can still just enter "0", but we actually see that as a feature (since we have two actually, one for analyst time, one for technical time).

    Add a view, drop needed fields, and you're good to go. Export the view as CSV to Excel for any advanced analysis required.

    Cheers, Shawn

  • 0

    that's great! where do I find that?

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  • 0

    Hi,

    I agree with the above comments.  I need a way to add/increment a "time spent" field and then submit that to a time and billing system.  I do currently use Freshbooks, but they only allow you to submit time to a project.  I have hundreds of customers and don't want to create a project for each one.  Are you working on a way to make Zendesk completely flow into a time and expense tracking/billing system?  Any ideas?

     

    I really like how Freshbooks has a "support" tab and you can attach "items" to the ticket like "1 hour of labor" or expenses.  Then, when you invoice the ticket, it will pull all items from the ticket.   This is nice.  However, they don't have any other features like email piping, reminders, etc.  I am really frustrated...

     

    I am certainly willing to switch to any accounting system if I cna find a good support ticketing system that will fully integrate with it.

    Thanks.

    Duane

  • 0

    I also think that having better time tracking on tickets would be a great help. With us tickets are dealt with on a priority level. Thus you would sometimes stop working on a lower priority ticket and first deal with a higher one.  At the moment we use an extra time field as state above and tell tech to update the time spend value every time they work on it but this is prone to suffer from human error. Maybe something like a separate time entry for each response from the tech, this can then is totaled when the ticket is solved to provide a more accurate total.

    Thanks Jaco

  • 0

    I have read through this, and I do not think that simply adding an hours field will cut it (not for me anyway). I would prefer to see something where I can add a time spent to a ticket for each set of hours that I work on the ticket: 

     

    So I work 2 hours on the date 5/27/10, I click add work log, and input the hours and what I did, then save. Now on 5/28, I work another 3 hours on a ticket, add the hours, what I did, etc... This allows you to get a report on what hours were spent by a technician, what they did, and also allows the customer to see why it took 5 hours to solve this particular ticket (not all tickets involve directly interacting with the customer!)

  • 0

    Agreed, this is the biggest missing feature of zendesk for me atm, I would like to have a required field in each response from the agent stating how much time was spent on the ticket and from this be able to see reports of _actual_ time taken instead of just the time the ticket was opened until it is solved. I would then like to be able to extract this info on a per client/company basis (weekly/monthly) for invoicing if required. 

  • 0

    I would like this feature. The ability to record time against a Zendesk ticket in the same way that Harvest allows you to against a project would be idea. Their implementation is very elegant and easy to use. e.g. with the timer button the analyst can click on when they start working on the tick, or they can just key in the hours and minutes for an activity.

  • 0

    I'm going to mark this as not planned, but I want to explain the expectation. 

    We're probably not going to build a native time-tracking widget to compare to things like Harvest, that's a very specific use that I don't think will be beneficial to a majority of users.

    However, what we do plan on doing is providing a better metric engine and thus reporting. This will mean we'll be able to accurately tell you how long an Agent took to respond to an End-User each time that End-User replied, for example. Or we'll be able to tell you how long it took for the ticket to be resolved, taking into consideration business hours. 

    If you do have urgent need for time tracking, to bill your customers for time spent for example, I can recommend these 3 guys: http://www.zendesk.com/extras/time-tracking-billing

  • 0

    I don't think that's enough tbh, could you not bring in a required field in every response from an agent called time spent which they then fill in their time spent in that session. This then will assist us in seeing how long was _actually_ spent on a ticket instead of time from logging to marking as solved. I could then create a report to see real time spent.

  • 0

    I do not think you are getting it, we need a way to add a work-log to a ticket! I don't want to add another time tracking app, i just want to be able to click a button on the ticket, input how many hours I spent AT THAT TIME, enter the date, and possibly how much my time was worth per hour. The the next time I work on that same ticket i would do the same, OR if another agent works on the same ticket he too ads his work log for however many times he works on the ticket.  Then at the end of the day I can get a report on how many hours the ticket cost, and even break it down by how many hours each agent spent. This a crucial feature that is missing from this otherwise great app, just because you have a third party that does something similar does not mean it is the same thing, and it dose not mean you should diss-service your users by not implementing a very needed feature!

  • 0

    John - You can add custom fields that do just this, and furthermore require they be filled before you can mark the ticket solved. Then add a CSV based view that spits those fields out for passing along to accounting etc.

    Cheers, Shawn

  • 0

    Shawn, please explain how I might do this, I know i can add a static field called hours, but i need to be able to add date/time stamped worklog multiple times to the same ticket?

     

    Example :

    https://sites.google.com/a/sd-networks.net/hd/

  • 0

    Hi John - I see what you're wanting (and wny), and it's not possible with Custom Fields right now (you'd need more of a "custom table"). The best you can do is a rolling sum total in the fields, and then entering agent-only comments for supporting info.

    Cheers, Shawn

  • 0

    @John

    this is exactly what we require as well - I think it is a crucial feature. Many other helpdesks have this feature(heldesk pilot being the one I have worked with most recently)

    Hopefully this will be implemented

    Simon

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    @Simon

     

    Good, I hope that if we show them exactly what we need in this system they will understand that third party add-ons are not what we are looking for, and that more people might see the benefit of this kind of simple time tracking. 

  • 0

    I have read all the comments on tracking time spent on a ticket.  This is also what we are looking for.  We need to be able to create a report at the end of a month for a specific organization showing how much time was spent on their support tickets.  I have considered the custom field for hours spent on a ticket.  The CSV feature does not have a filter.  You have to print every ticket in the system since you have been using the system. 

  • 0

    We too need simple time tracking. Actually I can't believe that we do this manually in Excel with a HelpDesk system in this millennium :-)

    Here is why we need it:

    1. The Applet plugins are worthless. No synchronization of companies, accounts or projects. All data must be entered manually,
          and you have to swap back and forth between systems.
    2. Being able to see a table with time spent on the ticket in 1st line, gives a good insight of things that needs escalation
    3.  Its essential to see how long supporters use on different tasks and tickets, to be able to educate and sharpen delivered services
    4. Its key to supporters to see where there time has gone, and on what. 
    5. Everyone can run support, if time is of no importance. ZenDesk demonstrates by lack of time tracking and reporting, that time
          is of no importance. TIME = MONEY

    Suggested road ahead:

    1. Implement basic time tracking on tickets. Time spent (Hours:Minutes), Type (Billable, Un-billable, Other) 
          Phase Two: implement reporting based on time spent / billing related to supporters and customers

    2. Enhance integration with External Applets to allow for automated exchange of Customer data / projects.

    The right place to "draw the line" is that time relates to support tickets, and should be directly in the support system.
    Billing relates to financial aspects, and that should be tone externally through applets.

    Home to hear your opinion.
    /Frank
     
     

  • 0

    Please please please add time tracking.  I need to be able to enter a value for time spent (in hours, .5, .75, 1.5, etc.) for each ticket entry with an automatic total for the whole ticket.  I'd then like to be able to run a report based on an individual or organization that gives a running total of time spent for a chosen time period.  This would greatly enhance your product.

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    This is crucial for us also. I have just signed up for Zendesk, but since we haven't really started using it yet we may have to cancel and go elsewhere if this isn't going to be added at some stage.

  • 0

    I'm afraid there's still no plans for this type of feature. While, as I've mentioned previously, we'll be making some improvements on the metric side of things to see how long a ticket took to solve, and how long it was with either party, we have no plans to introduce the level of time tracking desired at this time.

  • 0

    That is very disappointing, there are obviously a number of people that require this :( Personally I think being able to track _actual_ time spent on a ticket is  a required feature and could well be enough for us to look elsewhere, we are currently having to review our options. Some of our billing is done on a time and materials basis and this is very difficult to do with the current setup.

  • 0

    We are using Quick Books Online for our accounting.  We invoice a client for the number of support time they use during a month.  I created a custom field for total time spent on a ticket, but there is not a way to get a report that includes that field unless I use the full export to csv feature.  Only the top Zendesk package includes the export to csv.  At the end of a month we manually have to go through each ticket and record the total time for each ticket.  This is way to much work.  Is there any other way to export data from a custom field?  The comments I am reading are very disappointing that time tracking is not even slated for a future enhancement.  I can not imagine what company would not want to track time on a specific ticket.  The time that the ticket is openned and closed has little meaning, except for response time. 

  • 0

    Please please please add time tracking.  I need to be able to enter a value for time spent (in hours, .5, .75, 1.5, etc.) for each ticket entry with an automatic total for the whole ticket.  I'd then like to be able to run a report based on an individual or organization that gives a running total of time spent for a chosen time period.  This would greatly enhance your product.

  • 0

    If people would be willing to contribute a one-off development fee for this, I'd be up for seeing if a time tracking feature could be added more simply than Harvest. It's a feature I need, too, but don't want to bear the whole costs myself. Tweet me @ed_dowding with what this would be worth to you, and I'll have a think. 

  • 0

    Service Delivery time reporting is not as easy as it sounds. Imagine these scenarios / Reports:

    • Time used on a case with adjustable time range
    • Time used on a customer sorted by case/dat with adjustable time range and option for billable / non-billable hours
    • Time used by supporter with adjustable time range sorted by date / customer
    • Supporter Weekly Time/Case Matrix to enter missing time for 8 hours work pr. day, overlooking the week. 
    • Contracts often include a given number of support hours, or estimated hours. Warning of limit.
    • Lots of customers prepay support. Eg. 50 hours. How to count down and refill ... 

    I've tweeted my $ number. PLEASE EVERYONE NEEDIN TIME DO THE SAME.

    Best Frank

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    @ED

    We would also find this useful - doesn't seem like Zendesk will be bringing anything in any time soon which is very annoying as seems to be a core requirement to me.

     

    Cheers

     

    S

  • 0

    I'd support this but a plan must happen quickly as I am about to leave Zendesk for Autotask. 

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