Hi team,
I'm trying to collect the time tracking app data, especially together with the ticket's status change, more specifically I'd like to collect the time spent when first the ticket's status is changed from open to pending, is there an easy way to do that via API?
I tried to use ticket audit endpoint but it doesn't show the "Total time spent" value as in here:
Can you help me with this?
Thanks in advance
Hi
Oddly the timing is perfect. I am also looking something similar capability via API.
I am looking to update the Total time spent value via API call when a ticket is created.
The values are stored in custom field. It is different for every account. Use the GET ticket API to view the tickets custom values .
You can refer my answer if it helps.
How to add total time spent value via API – Zendesk help
Hey Abilash,
Thank you very much for sharing the information, it's great to hear you've figured out a way to get it work for you.
The unfortunate thing is that might not be enough for me -- the tickets endpoint only shows the final total time spent when I query the data, but I'm looking for a way to get the number by each update on the ticket, so that I can know who updated the ticket in the past and how many minutes they spent on that one update, I tried to read the Ticket Activities, Ticket Audits and Ticket Comments but none of them seems to give a way to get that value.. I think I might need to look for another method
I think the Time Tracking app is a bit of an afterthought, and I don't believe the data it collects is available from the API. Zendesk support please can you confirm? We also have a need to pull time logs for individual user's updates, which I think is not that unusual a request.
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