Ticket Times Advanced automatically captures and displays the actual time agents spend on each ticket in real-time without requiring manual saves or status updates, providing accurate Average Handle Time (AHT) metrics based on genuine activity. The app tracks interaction time across all channels including messaging, email, and forms, giving supervisors and administrators reliable performance data for productivity insights and management decisions. This solution benefits managers and supervisors who need precise effort measurement instead of distorted metrics based on ticket updates alone.
Vendor Description
Automatic Real-Time Ticket Time Tracking
Ticket Times Advanced automatically captures the real time each agent spends working on a ticket, without requiring agents to save the ticket or change its status.
- Automatic time tracking per agent, per ticket
- No dependency on ticket saves or status updates
- Works across all channels including messaging, email, and forms
- Accurate AHT (Average Handle Time) measurement based on real activity
- Clear visibility of time invested before resolution
- Improved productivity and performance insights
How It Works
The app tracks active interaction time while the agent is working inside the ticket. Time is recorded automatically, even if the agent does not click "Save" or update the ticket status.
Why It Matters
Traditional time tracking methods rely on ticket updates, which can distort AHT metrics. Ticket Times Advanced ensures precise measurement of actual effort, giving supervisors and administrators reliable performance data.
Support & Company Information
If you have any questions or need assistance, contact us at [email protected] and we will be happy to help you.
We are specialists with over 15 years of experience in app development and Zendesk consulting.
To learn more about EasyApp, visit www.easyappforz.com
Data Privacy Disclosure
This app accesses, processes, and stores data locally within your Zendesk instance. Connection tracking data is automatically deleted weekly to maintain app performance.
We do not share your data with third parties or use it for purposes other than app functionality. For complete privacy details, please review our privacy policy at https://www.easyappforz.com/privacy-policy
Installation
- Check that you have configured the two custom ticket fields in Zendesk Support for time tracking app:
- Total Time Spent
Time Spent Last Update
Note down the field IDs for both custom fields
During app installation, enter these field IDs in the corresponding settings
For more information, contact us [email protected]
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