Editing Time in Zendesk Time Tracking App
Can agents edit the time recorded by the Time Tracking app?
Yes, agents can edit the time recorded by the Time Tracking app, but there are some limitations.
When the 'Edit time submission' setting is enabled, agents can review and edit the time they spent on a ticket before submitting it. They have 15 seconds to cancel the submission if needed. However, once the time is submitted, it cannot be directly deleted or modified. Some users have suggested workarounds, like submitting negative time updates, but these are not officially supported.
More related questions
How do I install the Zendesk Time Tracking app?
To install the Zendesk Time Tracking app, you need to access the Zendesk Marketplace. First, navigate to the Admin Center, click on 'Apps and integrations' in the sidebar, and select 'Apps > Channel apps'. Then, click on 'Zendesk Marketplace' and…
What are the custom ticket fields created by the Time Tracking app?
The Time Tracking app automatically creates two custom ticket fields: 'Time spent last update' and 'Total time spent'. These fields are essential for storing time data and need to be added to your ticket forms. By design, agents with access to the…
What happens if I uninstall the Time Tracking app?
If you uninstall the Time Tracking app, the recorded time values on a ticket will no longer be visible in Zendesk Support. Even if you reinstall the app, the previously recorded time data will not be restored. Therefore, it's important to consider…
How does the auto-pause feature work in the Time Tracking app?
The auto-pause feature in the Time Tracking app automatically pauses the timer when an agent navigates away from the ticket. This occurs when switching between ticket tabs within Zendesk, not when switching browser tabs or when the workstation is…
Can I restrict access to the Time Tracking app by role or group?
Yes, you can restrict access to the Time Tracking app by role or group. In the app settings, you can enable role restrictions to select which roles can use the app. If you enable this setting, roles without access will see the custom fields the app…
Why might time not be recorded in the Time Tracking app?
Time might not be recorded in the Time Tracking app if an agent quickly updates and submits a ticket before the app fully loads. This can happen if the agent uses a macro or manually submits the ticket too quickly. Additionally, if agents find ways…
Is the Time Tracking app available on the Zendesk mobile app?
No, the Time Tracking app does not work on the Zendesk Support mobile app. The app is designed to function within the Zendesk Support web interface and does not extend to mobile or other areas like side conversations and the bulk ticket editor. If…
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