Will Zendesk calculate agent time if they work on a ticket without assigning it to themselves?
We've created a group within Zendesk where agents work on tickets without assigning to themselves or anyone.
In Zendesk reporting will ZD be able to calculate how long an agent has been working on a ticket just based by the ticket being open to when clicked to solved, or will it calculate the groups time working on a ticket?
Hi there Vij! Welcome to the Zendesk Community!
The best way to capture how much time agents spend on tickets is by using the Time Tracking app. Regardless of assignment status, you will be able to review the timelogs of each agent within the ticket, as well as build Explore reports. Check out the following articles to get started!
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