Hello
We use Zendesk data to build timelines of agent activity in our tool. We are using timestamps from when the status of a ticket changes or when a comment is added to a ticket to work out how much time agents spend.
We're having issues identifying a way to track active time spent on a ticket pending or closed ticket when a new response is added by the customer. Because these tickets are usually still assigned to agents, we're missing that start event to track back from the send event.
We've experimented with the time tracking app but the metadata was not pulled through the API we use.
Does anyone have any recommendations?
