Zendesk Time Tracking App

Overview

The Time Tracking app is Zendesk's official solution for tracking how much time support agents spend working on tickets. It makes managing team performance and overall support operations easier by providing detailed insights into ticket resolution times and agent productivity.

Key Features

Automatic Time Logging

• Automatically log total time spent when agents update tickets
• No manual timer required for basic tracking
• Captures actual work time per ticket interaction

Manual Time Entry

• Agents can manually enter time for offline work
• Adjust time entries for accuracy
• Add time retroactively
• Include detailed notes on time spent

Custom Ticket Fields

The app automatically creates two custom ticket fields:

• Time spent last update: Tracks most recent interaction duration
• Total time spent: Cumulative time across all interactions

Agent Performance Tracking

• Running log of which agents worked on each ticket
• Duration of each agent's interactions
• Identify top performers and training needs
• Monitor agent workload distribution

Metrics & Analytics

Operational Insights

• Identify customers sending most complicated tickets
• Determine which issue types take longest to resolve
• Average handling time per ticket category
• Agent efficiency comparisons
• Response time vs. resolution time

Performance Management

• Individual agent productivity metrics
• Team performance benchmarks
• Trend analysis over time
• Identify bottlenecks in support workflow

Availability

Available exclusively to Professional and Enterprise plan customers, ensuring advanced support teams have the tools needed for comprehensive performance management.

Setup Requirements

• Download and install from Zendesk Marketplace
• Custom ticket fields automatically created
• Fields must be added to ticket forms for visibility
• Configure time tracking preferences
• Set agent permissions

Integration with Support Workflow

• Seamlessly embedded in Zendesk interface
• No workflow disruption for agents
• Real-time data capture
• Integrated with Zendesk reporting
• Compatible with other Zendesk apps

Benefits

• Improved Efficiency: Identify and address slow processes
• Better Resource Allocation: Understand staffing needs
• Enhanced Training: Spot skill gaps through time data
• Client Insights: Know which customers need most support
• Data-Driven Decisions: Use metrics to optimize operations

Target Users

Customer support teams on Zendesk Professional or Enterprise plans who need to track agent productivity, measure ticket resolution times, and optimize support operations through data-driven insights.