Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Time recorded automatically from what agents do. Powerful data, and the thing to explain before switching on.
How it works
Activity in Zendesk is recorded against whatever the agent is working on: a ticket, a call, a general task. No timers to start, no forms to fill in.
That automation is what makes the data usable, because manual time tracking is never accurate enough to plan from.
What it gives you
- How long tickets actually take, by type, which is what forecasting needs.
- Where the day goes, including everything that is not a ticket.
- Adherence, comparing the plan with what happened.
Say what it is for, first
This measures how colleagues spend their working day. Introduced without explanation it reads as surveillance, and the trust does not come back easily.
Explain it as staffing: knowing that this work takes eleven minutes is how we stop understaffing Monday morning.
Report at team level
Averages per team answer the staffing question. Per-agent time comparisons answer a different question, one that people will manage their behaviour around, and then the data stops being true.
It cannot see everything
Work outside Zendesk, thinking, a phone call to a colleague, helping somebody at a desk. Those need general tasks, or they appear as idle time.
Without them the picture is systematically unfair.
Give agents their own data
They should see what is recorded about them. Anything else invites the assumption that it is worse than it is.
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