The Time Tracking app makes managing your team's performance and overall support operations easier. Easily identify which customers send in the most complicated tickets, or which issue types take the longest for your team to resolve. Dig down into an agent's tickets to discover what's taking up their time and which issues they're experts on.
Keep a running log of which support agents have worked on a ticket and how long each interaction lasted. Automatically log the total time spent the second your agent updates a ticket or let them manually enter their time.
The Time Tracking App doesn't require any third party setup or login. Simply customize how the Time Tracking app displays and works for your support team, for a seamless fit into your team's current workflow.
Start reporting right away with easily built custom time tracking reports through Insights. Know exactly what's draining your support team's resources and find the best areas for optimization and improvement.
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There is no way to disable the time from starting as soon as you open the window and then It is not possible to edit a time already charged
There's currently a bug in this app (Zendesk don't make it easy to report a bug, so I'm reporting it here.) I'm getting the error: "Did you follow the installation instructions for this app and configure both required ticket fields to appear on every ticket form? If not, please see these instructions and go to your ticket forms management page to finalize the setup. [form name] [form ID] Total time spent (sec) (18698182011933) Time spent last update (sec) (18698182019997)" but the form it names *isn't the one used by the current ticket*. The one used by the current ticket is already correctly configured I've worked around this by adding those fields to the other form.
We just started using this app to track time on calls. So far so good. We've got one minor question, though. Is there no way to *not* track time after the ticket is solved? Our users often leave the ticket visible in their browser for some time after solving their ticket and that time does not need to be tracked.
If you need help setting up reporting you can see the article below. Dear Developers; This should be added to the App Overview page somewhere such as the "How to install" page: https://support.zendesk.com/hc/en-us/articles/4408825230490-Time-Tracking-app-Metrics-you-need-to-be-measuring HELP: We need to be able to report on agent time activity across any/all Ticket per day/week/month but the metrics dont seem to work unless a Ticket has been closed. Can you provide a report recipe for this?
Hi, is it possible to display the efforts in minutes? Currently, efforts are being displayed in seconds.
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