Using the Time Tracking app

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<p id="docs-hc-snippet" style="display: none;">The Time Tracking app enables you to monitor how much time you spend on tickets. You might see all or just some of the following options, depending on how your administrator has set up time tracking.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">The Time Tracking app lets you monitor and log the time spent on tickets, pause or reset timers, and review time logs by different agents. You can edit time entries during submission and track cumulative time in ticket events. Use reporting tools to create custom metrics and reports on time spent, helping you analyze and manage support workload effectively.</p>
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<p class="p">The Time Tracking app enables you to monitor how much time you spend on tickets.
You might see all or just some of the following options, depending on how
your administrator has set up time tracking. </p>
<p class="p">Every agent must do a one-time browser refresh to see the Time Tracking app after
it's installed.</p>
<p class="p">The app must be installed and set up by an admin. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828227098" target="_blank">Setting up the Time Tracking app</a>.</p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic_ndr_nyq_g4__ul_ftz_c15_zzb">
<li class="li"><a class="xref" href="#topic_csv_zcs_s4">Making the Time
Tracking app appear after installation</a></li>
<li class="li"><a class="xref" href="#topic_bc2_wcs_s4">Tracking your time
spent on tickets</a></li>
<li class="li"><a class="xref" href="#topic_mcq_bds_s4">Reporting on time
tracking in Explore</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_csv_zcs_s4">
<h2 class="title topictitle2" id="ariaid-title2">Making the Time Tracking app appear after installation</h2>
<div class="body">
<p class="p">The first time you use the Time Tracking app, do a hard refresh on your browser for it to appear.
You will only need to do this once.</p>
<p class="p"><strong class="ph b">To make the Time Tracking app visible</strong></p>
<ul class="ul" id="topic_csv_zcs_s4__ul_amx_1ds_s4">
<li class="li">Press Command + Shift + R (Mac) or Control + F5 (Windows) to refresh your browser
cache.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bc2_wcs_s4">
<h2 class="title topictitle2" id="ariaid-title3">Tracking your time spent on tickets</h2>
<div class="body">
<div class="p">
<strong class="ph b">To track your time spent on a ticket</strong><ol class="ol" id="topic_bc2_wcs_s4__ol_bft_x14_pjc">
<li class="li">In a ticket, submit your updates.<p class="p">The Time Tracking
window appears.</p>
</li>
<li class="li">Enter the number of minutes you spent on the
ticket.<p class="p"><img class="image img-screenshot" id="topic_bc2_wcs_s4__image_dvq_2b4_pjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time_tracking_app_submit_time.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Submit time</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To pause and resume the timer</strong></p>
<div class="p">
<ul class="ul" id="topic_bc2_wcs_s4__ul_pxc_ycs_s4">
<li class="li">Click pause and play to pause and resume the timer as
needed, such as if you still have a ticket open but
are taking a break to answer an unrelated phone
call.<p class="p"><img class="image img-screenshot" id="topic_bc2_wcs_s4__image_pyc_ycs_s4" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time-tracking-timer-controls.png"></p>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To reset the timer</strong></p>
<div class="p">
<ul class="ul" id="topic_bc2_wcs_s4__ul_fzc_ycs_s4">
<li class="li">Click the refresh button to reset the timer to 0.
<p class="p"><img class="image img-screenshot" id="topic_bc2_wcs_s4__image_tzc_ycs_s4" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time-tracking-reset-current-time.png"></p>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To review timelogs</strong><ul class="ul" id="topic_bc2_wcs_s4__ul_ic3_2nn_zzb">
<li class="li">Click <strong class="ph b">Show timelogs</strong> to review how long different
agents have spent on that ticket. <p class="p"><img class="image img-screenshot" id="topic_bc2_wcs_s4__image_u3z_gnn_zzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time-tracking-timelogs.png"></p>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To review all time tracking events on a ticket</strong><ul class="ul" id="topic_bc2_wcs_s4__ul_rh2_whr_4dc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">ticket
events</a>, check the Total time spent (sec)
and Time spent last update (sec) fields for
updates.<p class="p"><img class="image img-screenshot" id="topic_bc2_wcs_s4__image_vk5_whr_4dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time-tracking-app-ticket-events.png"></p>
<p class="p">If an agent submits
time that matches the previously recorded time, a
change event is not recorded for the Time spent
last update (sec) field because the value is
unchanged. Only the Total time spent (sec) field
is updated to reflect the cumulative
time.</p>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To edit the total time spent on a ticket</strong></p>
<div class="p">
<ul class="ul" id="topic_bc2_wcs_s4__ul_rbd_ycs_s4">
<li class="li">When you submit a ticket, you might see a window like
the following, which allows you to edit or confirm
your time:<p class="p"><img class="image img-screenshot" id="topic_bc2_wcs_s4__image_kcd_ycs_s4" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/time-tracking-edit-time-submission.png"></p>
</li>
</ul>
</div>
<p class="p">When the window appears, the timer begins counting down from 15. If you
don't click <strong class="ph b">Cancel</strong> or <strong class="ph b">Submit time</strong> before the 15
seconds are up, it closes, and you are returned to the ticket.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_mcq_bds_s4">
<h2 class="title topictitle2" id="ariaid-title4">Reporting on time tracking in Explore </h2>
<div class="body">
<div class="p">The Time Tracking app tracks the time spent on each ticket update and
stores this with the ticket. With Explore, you can create calculated
metrics that contain this information and use them to produce
reports. To learn how to set up custom time tracking metrics and
produce reports, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825230490" target="_blank">Time Tracking app: metrics
you need to be measuring</a>.<div class="note" id="topic_mcq_bds_s4__note_lkg_5dl_lrb">
<span class="notetitle">Note:</span> When a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886265370-Sharing-tickets" target="_blank">ticket is
shared</a> with another account, agent updates
from the receiving account still contribute to the <strong class="ph b">Total
time spent</strong> field, but won't appear in the
ticket’s Events view from within the sending account. This
results in a higher <strong class="ph b">Total time spent </strong>value in Explore
and API reports than what appears in the sending account’s
Events view.</div>
</div>
</div>
</div>
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