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Time tracking interaction via Zendesk API

  • July 20, 2022
  • 5 replies
  • 0 views
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Is it possible to interact with the Time Tracking app via Zendesk APIs?  Specifically, it it possible to add Time to a ticket using an API call?

    5 replies

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    • Erica26
    • July 21, 2022
    Hi Davis,
     
    Thanks for posting your question to the Community. Just to clarify, are you looking to display the value for the current handling time in a visible ticket field or are you looking to manually add handling time to tickets?
     
    Looking forward to your response!
     
    Best,
     
    Erica
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    • Davis11
    • Author
    • July 21, 2022

    Thanks for the response!  I would like to be able to manually add time to a ticket via the API.

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    • Erica26
    • July 23, 2022
    Thanks for clarifying!
     
    You should be able to do this utilizing the update ticket endpoint. You'll want to make sure that you have the Custom Ticket Field ID for the time spent field that you'll be updating. 
     
    If you haven't used this endpoint yet with Custom Ticket Fields, you'll want to be sure to take a look at our docs to ensure you have the request body formatted correctly.
     
    Hope this helps!
     
     
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    • Davis11
    • Author
    • July 26, 2022

    Erica,

    Thank you for the response.  I'm not familiar with custom ticket fields, so I want to make sure I understand.  Is the suggestion to use a custom field to keep track of the total time spent on a ticket?  Is that a good summary of the suggestion, or am I misinterpreting it?  

     

    If possible, I would like to store different individual time entries per ticket...i.e. 15 for X,  32 minutes for Y, etc. in a journaling sort of way.  Is that possible?

     

    Thanks,

    Davis

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    • Erica26
    • July 28, 2022
    Custom ticket fields are generated via the admin center and could be used for a variety reasons. The Time Tracking App actually creates these custom ticket fields when it's installed.  Whoever installed the app would have needed to enable them upon installation to get the app to work - there would have been instructions walking them through where to go to do so via the admin center. One of these ticket fields is used to keep track of the time spent on a ticket. 
     
    You could very well do that. In that instance it probably would be good to create additional ticket fields for that if you're looking to distinguish them differently from one another. You could also choose to hide these fields on a user role basis as well. This may be useful if you want to ensure no one other than yourself has access to updating that data.
     
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