Trina

We've been using Time Tracker since we first started using Zendesk over 2 years ago. At that time, we only had 1 group of agents that were using the system and we were ‘automatically’ submitting time for agents (no pop up window asking the agent to submit time). I believe that we even had the “hide the app from agents” configuration enabled too. We were able to report on time spent on tickets without 'bothering' the agents to submit time or even know that their time on a ticket was being tracked.

About a year ago we added a second group of agents that had a requirement to submit time and allow them to overwrite the time as needed. This introduced a pop up window that we did not want our first group of agents to have to interact with, so I enabled role restrictions to the app to just the second group of agents. However, when I did that, the time tracker app stopped ‘automatically’ submitting time for the first group of agents. I didn’t mean for this to happen….

Is there a way to ensure that we are continuing to ‘auto’ submit time agents spend on tickets for everything, but keeping the requirement for the second group of agents where they continue to see the pop up window when they submit ticket changes? 

Dan R.,

We allow anyone to submit a ticket using our web form (not requiring them to have an account and log in), so if that is what you mean, it has no impact on being able to cc another user that has not been created in the system. :( We still need to manually add a new user in order to cc them on an email. 

I agree with this issue. We shouldn't have to create a user profile in order to add them in cc to an email. This seems like it's not compliant with privacy policies since that person never agreed to have their personal information stored in our system.....

I thought that it was only followers of tickets that had to be users but that you could cc any email address until one of my agents complained about this and asked me to weigh in on the subject. Please consider this for future enhancements!

In Support you are able to set regional time zone schedules. I never have to touch them when the US or Europe springs forward or falls back. However, with the chat schedules they are all based on our 'default' US time zone. Which means that when the US adjusts time, I have to modify multiple department because those countries don't change time. Don't even get me started on how Europe adjusts their time on a different schedule than the US. :(

Could the chat schedules be set to a specific regional time zone like you have developed for Support so that it will not be necessary for me to make multiple adjustments multiple times a year?

This would be great to have! It's like the same reporting issue I've upvoted regarding parent/child tickets (or rather the linked problem tickets to an incident ticket). I have to run two reports and then merge them into an excel file where I can do a vlookup to see which problem tickets are linked to an incident ticket. Would much rather have this be available in a single report. :)

I would like to add my vote for macro reporting. I would love to remove macros that are never used! Agents would be able to find the macro they need if they didn't have to sort through unused one. I have them grouped, but why not clean it up for them if there are unused macros, right? Thank you for considering this feature!

Okay, at least follow the same form conditions versus showing ALL form fields. If the field wasn't shown on the customer facing form based on conditions, it shouldn't be displayed to the customer in the portal, right? Common sense??

This is more than a year old, but I just discovered that agents (staff) are unable to update the organization(s) that they belong to, so I'll throw in my vote for this as well.

You have my vote! As it is, I can't a word cloud report to work in Explore.

Does this work when you have multiple schedules? I've been doing some testing and I'm not getting the desired results. Does the triggers that send the different notification (based in or out of business hours) need to include region so that the trigger knows what schedule to be used (which means that I need to create multiple triggers for each schedule)? I tried to order the notification trigger after my set schedule triggers, but that didn't help use the correct notification trigger. :( 

Rusty Gregory, I'd say something similar to what it was before where there was a stripe of color over the icons. If that isn't doable, I'd say allow us to change the full gray side bar to a color.