How is time tracked if Zendesk isn't the most forward tab on an agents screen? | Community
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How is time tracked if Zendesk isn't the most forward tab on an agents screen?

  • July 5, 2023
  • 1 reply
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Rachel30

Hi, 

In order to complete some tickets we have tools that our agents are required to reference outside of Zendesk. I am curious how this time would reflect in this new custom status data? For example, if an agent was assigned to a ticket that took 10 minutes to complete but 3 of those minutes were used to check the external tool, how many minutes would that time be tracked as? 

      1 reply

      Karen13
      • Karen13
      • July 7, 2023

      Hi @rachel30 

      Thanks for getting in touch, what you are referring may be different to what this EAP supports. This EAP focuses on time agents spend in agent states (eg: Online, Away, Transfers Only, Offline etc) therefore this does not track time agents spend actively working on tickets. Perhaps Tymeshift or the Time Tracking app may be useful in this instance. Please let me know if there are any further questions!

      Thanks, 

      Karen

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