Recent searches


No recent searches

Time Tracking App - Record agent time accurately request



Posted Dec 20, 2023

Time Tracking App - Record agent time accurately request

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Currently time is not stamped to a ticket if an API or other systematic update submits the ticket, even if the agent is actively working the open on screen and they are the ones to initiate said automated action. ALL AGENTS, TEAM MANAGERS, ADMINS, EXTERNAL 3RD PARTIES are impacted as time agent spend working on tickets is not accurately represented in reporting

What problem do you see this solving? (1-2 sentences) 

Agents, their managers (and contractually with 3rd party outsourcers) are held accountable to their ticket handling efficiency and occupancy. However, it has come to light that Zendesk isn't accurately accounting for all of the agent time spent when parts of processes are automated (which ZD highly encourages). In allowing for us to track all agent time spent on tickets we can solve this gap in reporting capabilities.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This gap in reporting, is under representing agent handle time on multiple 1000's of tickets per month. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No, but we are considering having to undo some automated actions, reverting to manual agent actions.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Ideal situation would be to have the option to allow for time spent on a ticket to be stamped/recorded if an agent is actively working a ticket that is updated by an API event.

It would be ideal if app documentation was clear on this topic from the beginning.  


1

2

2 comments

I am a user of the Time Tracking App.
I find this App useful in that it allows me to manage my response time more accurately.
I have one question: is it possible to display a report summary and analysis (time summary for each category) of the time entered into the Time Tracking App?
What I would like to do is to analyze the total time used by support staff, total response time for corporate groups, total response time for end users, etc.

We are users of the "Growth" plan.

Thank you in advance.

2


image avatar

Shawna James

Community Product Feedback Specialist

Hey there,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post