App / Plugin to collect View Time metrics?

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Jake Benz

Posted Sep 29, 2023

Hi all,

We're looking for a way to track View time on tickets.

Use case:

Ticket is assigned to a queue for a group of individuals. One individual and opens the ticket, looks at it for half an hour to a few hours. Individual may end up closing the ticket instead of replying / working on it, assigning it to someone, or solving the ticket. 

End goal:

Accountability to do tickets that are within scope of work and to divide workload evenly.

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      Greg Katechis

      Hi Jake! There are quite a few apps in our marketplace that handle time tracking and I'd recommend taking a look at these to see which ones might best fit your needs. Zendesk itself only makes one of those, the Time Tracking App, but it's definitely worth taking a look at the others as well in case there are additional features that you're looking for. In the event that you have questions about any of those apps, there will be a contact link to the developers of each app and they can help you from there.

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