![]() ![]() If your Zendesk plan includes multiple ticket forms, you'll need to manually move the new fields to all of your ticket forms. If you enable role restrictions, roles that don't have access to the app will see the custom fields on their tickets. To view the fields, in Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.īy design, agents with access to the app won't see the custom fields on their tickets. When you install Time Tracking, it automatically creates two custom ticket fields, Time spent since last update and Total time spent. The app will not appear and will not track time for roles you don't select if you have this setting enabled. Enable role restrictions: Select which roles can use the Time Tracking app.This setting only applies if you've also enabled the Edit time submission setting. Without this setting enabled, the agent would have to enter it in the format "00:05:00". For example, with this setting enabled, an agent could enter "5" for five minutes. Simplified time submission: Enables agents to be able to edit and submit their time spent in minutes, rather than in hours, minutes, and seconds.They have 15 seconds from when the window opens to cancel. With this feature enabled, agents are required to confirm their time in order to submit the ticket. Agents can review and edit their time spent on a ticket if, for example, they spent significant time discussing the issue with a colleague outside of Zendesk. Edit time submission: When you enable this setting, the window below appears when an agent submits a ticket.Resume on changes: When changes are made to any fields, the agent will be asked if the timer should be resumed.Reset current time: Determines whether agents can see the refresh button next to the timer, allowing them to start the timer over.Display timer controls: Determines whether agents see the play and pause buttons next to the timer, allowing them to manually control when the timer starts and stops.The timer resumes automatically when the agent navigates back to the ticket. Auto pause: Automatically pauses the timer when the agent navigates away from the ticket, such as by switching to another tab.If the app is hidden, agents without the admin role cannot see or edit the timer. Hide the app from agents: Only displays the app to agents with the admin role.Display timelogs to agents: Determines if agents can see a log of time spent on that ticket so far, including the agent and status for each time interval.You can edit this to be any name you want. You can return to this settings page at any time by clicking Apps > Manage > Time Tracking: On the app settings page, configure any settings you want as described below.From the drop-down, choose the account you want to install the app to, then click Install.On the app details page, click Install.Find the Time Tracking app, then click the title.In Admin Center, click Apps and integrations in the sidebar, then select Apps > Channel apps.With this app, you can track how much time agents spend on working on tickets. You can download and install the Time Tracking app from the Zendesk Marketplace. ![]()
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