To calculate the 'total time spent (sec)' since the ticket was transferred to our team. | Community
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To calculate the 'total time spent (sec)' since the ticket was transferred to our team.

  • September 29, 2022
  • 13 replies
  • 0 views
Jessie13

Our team is calculating the total working time for the tickets using the "total time spent(sec)" metric

In the case of tickets that came into another team and were transferred to our team, the time worked on the other team is also calculated as our team's time.

If the ticket is transferred from another team,
Except for the time worked by other teams, we want to know if we can get the working time after being transferred to our team and we need a calculation formula to see.

    13 replies

    Dane13
    • Dane13
    • October 13, 2022
    Hi Jessie,
     
    As it turns out, it will not be possible to extract the time spent on each group using "total time spent(sec)".
     
    I have also seen several tickets with this kind of request. Would you mind posting your use case to our Feedback on Explore topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
    Jessie13
    • Jessie13
    • Author
    • October 13, 2022

    Hi Dane!

    It'd be great if you did that.
    Other teams in our company are having a same problem calculating the cost because we can't get the exact working time.
    I hope it will be developed.

    Jay28
    • Jay28
    • November 29, 2022

    Is there a chance for us to get the calculated metric formula for total time spent (sec)? we don't have this metric by default.

    G
    • Gabriel32
    • December 1, 2022
    Hi Joyce,

    You can do this by using the Time Tracking app and Explore. To create custom metrics to report on time tracking in Explore, see the article: Time Tracking app: metrics you need to be measuring.

    I hope this helps! Thank you!
     
    Jay28
    • Jay28
    • December 1, 2022

    Hi Gabriel, 

    I don't think the time tracking app feature is activated for us. I have been looking at those articles previously. When time tracking app is not enabled, do we have other means to determine ticket handle time?

    G
    • Gab12
    • December 2, 2022
    Hi Joyce,

    You'll need the Time tracking app installed in order to have the time spent/time tracking metrics available in Explore reports. At this time, I'm afraid this app is the only native and officially supported means to measure time spent by agents on tickets. Other native duration metrics in Explore like resolution time and requester wait time may offer an alternative insight into agent activity, but these wouldn't be as granular as the Time tracking app and metrics which measure the actual agent update/handling time. 
    Jay28
    • Jay28
    • December 2, 2022

    Hi Gab, thanks for clarifying. I have informed my manager and they have activated the feature to get the data we need . A few insights i got from Zendesk helpdesk also advised the following:

    • Time tracking once activated would only pull data from the time the time tracking was activated. Past dates prior activation of the feature will not be backtracked. Ex. Time tracking enabled on 11/30 12:00:00, will only show time tracking data from 11/30 12:00:00 onwards.
    • Time tracking information access can be limited to users only when role restrictions are applied on the accessibility of data. Ex. If time tracking is enabled, but restricted view for admin users only, other roles other than admins won't be able to view data.

    Can you confirm if i understood the limitations of time tracking on the bullet points above?

    G
    • Gabriel32
    • December 5, 2022
    Hi Joyce,

    Yes, both statements are correct. Time tracking only pulls data from the time the time tracking was installed and activated for non-closed tickets. And, if you restrict the app to a specific user role for example admins, the app will only track tickets handle time by your administrators.
     
    I hope this asnwer your questions. Thank you!
     
      Jay28
      • Jay28
      • December 5, 2022

      Thanks Gab!

      For clarification, when you meant by "And, if you restrict the app to a specific user role for example admins, the app will only track tickets handle time by your administrators." -- did you mean only Admin roles will have visibility on the time tracking report or data correct?

      **EDIT**

      Roles have been updated for the time tracking feature prior 12/2. However, the total time spent remains blank for created tickets starting 12/3 onwards whereas activation and update on roles was made prior.

      Would anyone know why else would we show blank or 0 information for the total time spent field?

      G
      • Gabriel32
      • December 5, 2022
      Hi Joyce,
       
      If you have a Zendesk App set up that currently has Role Restriction enabled, that only specific roles can use it. Meaning, the app will not appear and will not track time for roles you don't select if you have this setting enabled.

      For reference, please see this article: Installing and configuring the Time Tracking app
       
      When that is not the case, you could have "Admins" selected under "General Settings" instead. 

      I hope his answer your question. Thank you!
       
      Bill19
      • Bill19
      • January 24, 2024

      Hi, Is there a way that we can calculate the real time spent on a ticket by the ticket duration (from its opened to its sloved)  minus the non-business hours, (e.g. 5pm - 8am) (including weekend days) . Thanks

      Dane13
      • Dane13
      • January 26, 2024
      You can use Full or First resolution time - Business hours.
      Bill19
      • Bill19
      • January 26, 2024

      That's great. Thank you Dane!

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