Track time spent on tickets

When time tracking is on, every ticket update stores the time you spent, and the ticket keeps the total.

Turn it on (admins)

1. Open Admin Center, Tickets, Time tracking.
2. Turn on Track time on tickets.
3. Pick the Timer:
   • Automatic: starts when the ticket opens and pauses while it is not on screen;
   • Manual: agents press start and pause themselves;
   • No timer: agents type the time they spent.
4. Choose the rules: Require time on every update and Agents can edit their time.
5. Save.

Track your time

In the ticket, the Time tracking box shows This update and the Total.

• Start timer and Pause timer control the timer.
• Edit time spent lets you type the time, as m:ss, minutes, or for example 1h 30m (up to 24 hours).
• Reset to zero starts over.

When time is required, you can’t submit until you add it.

Time per agent shows who spent how long. If your admin allows it, you can correct your own past entries.

Use the time

• Reports: Time spent metrics in the report builder.
• Rules: the condition Total time spent (seconds).
• The CSV export of a view.

Time imported from Zendesk shows as Imported when the agent is unknown.

Related

• Build a custom report
• Trigger and automation conditions