How is time tracked if Zendesk isn't the most forward tab on an agents screen?


  • Karen Hynes
    Zendesk Product Manager

    Hi Rachel W. 

    Thanks for getting in touch, what you are referring may be different to what this EAP supports. This EAP focuses on time agents spend in agent states (eg: Online, Away, Transfers Only, Offline etc) therefore this does not track time agents spend actively working on tickets. Perhaps Tymeshift or the Time Tracking app may be useful in this instance. Please let me know if there are any further questions!




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