“时间记录”应用使您可以监测您在工单上花费了多少时间。您可能会看到以下全部或某些选项，具体取决于您的管理员设置时间跟踪的方式。
在安装后，每个专员都必须刷新浏览器一次才能查看时间记录应用。
此应用必须由管理员安装和设置。请参阅设置时间记录应用。
本文章涵盖以下主题：
使时间记录应用在安装后显示
首次使用“时间记录”应用时，请硬刷新浏览器以使其显示。您只需要做一次。
使“时间记录”应用可见
- 按 Command + Shift + R (Mac) 或 Control + F5 (Windows) 以刷新浏览器缓存。
跟踪您在工单上花费的时间
暂停和恢复计时器
- 单击“暂停”和“播放”可根据需要暂停和恢复计时器，例如您仍有一张打开的工单，但正在休息一下以接听不相关的电话。
重置计时器
- 单击刷新按钮将计时器重置为 0。
查看时间日志
- 单击 显示时间日志 可查看不同专员在该工单上花费的时间。
审阅工单上所有时间跟踪活动日志
- 在 工单活动日志中，检查已用总时间（秒）和上次更新所用时间（秒）字段以了解最新情况。
如果专员提交的时间与之前记录的时间匹配，则上次更新所用时间（秒）字段的更改事件不会被记录，因为其值未更改。仅已用总时间（秒）字段会更新，以反映累计时间。
编辑花在工单上的总时间
- 提交工单后，您可能会看到如下所示的窗口，可在其中编辑或确认时间：
当出现该窗口时，计时器从 15 开始倒计时。如果您没有在 15 秒内单击“ 取消 ”或“ 提交 ”，界面将关闭，您随即返回工单。
在 Explore 中报告时间记录
时间记录应用可跟踪每次更新工单所用的时间，并保存在工单上。使用 Explore，您可以创建包含此信息的计算指标，并使用它们生成报告。要了解如何设置自定义时间记录指标并生成报告，请参阅 时间记录应用：需要衡量的指标。
注意：当 工单共用 给另一个帐户时，来自接收帐户的专员更新仍会影响已用 总时间 字段，但不会显示在发送帐户的工单“活动日志”视图中。这会导致 Explore 和 API 报告中显示的“已用 总时间 ”值高于发送帐户的“活动日志”视图中显示的值。
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39 条评论
Evan Woodbury
If you're not seeing time tracking data on some tickets that you expect to see it on, but you know you have the time tracking fields on every form, make sure that you don't have “Conditions” within your form that hide the time tracking field(s) in some scenerios. That was done accidentially on our account and tripped us up. Thanks Tod Brown from Zendesk who helped solve it.
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Simon Collier
Is there a way to take auto-pause off for only certain groups instead of turning it off for all agents entirely?
Similarly, is there a way to track time spend on a ticket only starting at an escalation to another group? Thank you!
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Victor Carneiro
Once the app is installed, can we see the metric “time spent on tickets” in any Explore standard dashboard or do I have to create a personal dash to see it? I mean, using the Growth Plan, is it possible to have this information?
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Edyta Tudek | starszy kierownik
Hi, is there any new information on this?
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Edyta Tudek | starszy kierownik
Hi, tags/attributes can help with difference between real logged time in the ticket and time in explore? I don't understand....
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Hannah Lucid
Hello, is there a way to apply “tags” or “attributes” to the time tables? For example, we have a third-party IT support company that uses our instance. They want to use Time Tracking app as a way to know the billable time. However, sometimes the time tracks won't be billable, either due to an agent triaging tickets, not meaning to click into the ticket, etc.
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Edyta Tudek | starszy kierownik
Report: https://sage048pl.zendesk.com/explore/dashboard/1365DA0570B89B2A70463CEBBCC0A076BAC5A2AE8CBA723742E78DF864614F95
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Edyta Tudek | starszy kierownik
Example: ticket 16453574. In the ticket more than 10 minutes logged, in reports only 0.4.
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Edyta Tudek | starszy kierownik
Hi, I have the same issue https://support.zendesk.com/hc/en-us/articles/4408822487450/comments/6557417640474. @Elaine do you have solution for this?
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Joyce
I'm afraid that the workflow you are trying to achieve is not possible. When you set a group restriction in the app, this will prevent the app from tracking time from those groups that are not selected on the Enable group restrictions. The app can only be set to show to all administrators while remaining hidden to those who have an agent role.
You can also visit the article Setting up the Time Tracking app for more information.
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
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