Track Time with Systematic Ticket Updates
How can I ensure time is tracked when a systematic action updates a ticket?
Time tracking only records when updates are made through the support interface, not through system or API updates.
To ensure time is tracked, agents need to manually update the ticket in the support interface. Systematic actions like webhooks or API updates won't trigger time tracking, so manual intervention is necessary for accurate time records.
More related questions
How do I make the Time Tracking app appear after installation?
To make the Time Tracking app visible after installation, you need to perform a hard refresh on your browser. This is a one-time action required for the app to appear. For Mac users, press Command + Shift + R, and for Windows users, press Control +…
How can I track my time spent on tickets using the Time Tracking app?
You can easily track your time spent on tickets using the Time Tracking app by utilizing its timer features. To pause and resume the timer, simply click the pause and play buttons as needed. If you need to reset the timer, click the refresh button…
How do I report on time tracking in Zendesk Explore?
Reporting on time tracking in Zendesk Explore allows you to analyze the time spent on ticket updates. The Time Tracking app records the time spent on each ticket update, which can be used in Explore to create calculated metrics and produce detailed…
Why is the Time Tracking app not recording time for some agents?
If the Time Tracking app is not recording time for some agents, it might be due to role restrictions. Check the app's settings in your Admin page to see if the agent's role is restricted from accessing the app. Ensuring that the correct permissions…
Can light agents use the Time Tracking app?
Light agents can start and pause the timer in the Time Tracking app, but their time won't be recorded. This is because light agents do not have field edit permissions, which are necessary for recording time entries. Therefore, while they can…
What happens if two agents have a ticket open at the same time?
If two agents have a ticket open simultaneously, the time will be added to the total time spent once the ticket is updated. This means that both agents' time contributions will be reflected in the total time spent on the ticket, ensuring accurate…
Does the Time Tracking app track time during bulk updates?
The Time Tracking app does not track time during bulk updates. This is because the app needs to be open to track events, and it can only be open in the regular ticket screen. Bulk updates do not allow the app to be open, hence time is not tracked…
Can I set up time tracking for earlier dates in Zendesk?
While the Time Tracking app doesn't natively support backdating time entries, you can manually edit time submissions. By enabling 'Edit Time Submission', agents can manually enter the time when submitting a ticket. This allows for some flexibility…
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