A simple way to track time spent working on tickets (not a timer)

3 댓글

  • Stephen Belleau

    A couple of potential options:

    - Yes, the Time Tracking app includes a timer on the ticket, but it can also be configured to allow an agent to manually enter time. This is one of the settings:

    - If that's still not ideal, perhaps just create a simple numeric custom field? With that, you'd either have to rely on your agents to add the current leg's # minutes to the existing number -- or, just have them enter the current leg and I believe you can sum each leg in the Ticket Updates dataset. But you may want to test that. 

  • Steve Rinehart

    Thank you. I appreciate your response. Unfortunately, as a small public school district, we cannot justify upgrading to the Professional or Enterprise plans for one app.

    We will need to just use a numeric custom field.

    I do not see a way to sum each leg in the Ticket Updates dataset, however.

  • Dave Dyson
    Zendesk Community Team

    Hey Steve,

    It looks like you're on the Support Team plan, and that plan allows access to pre-built apps (like the Time Tracking App) in our Marketplace. Support Professional and Enterprise is only required if you want to create your own custom apps. Hope that helps!


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