Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Time recorded against the wrong thing. Four causes, and correcting the record is the smaller half of the fix.
Symptoms
- Hours attributed to one ticket that clearly did not take that long.
- Large gaps where somebody was working.
- Time against a task the agent did not select.
One: a ticket left open
The most common cause. A ticket open in a tab overnight, or while somebody was in a meeting, accumulates time.
Idle timeout is what prevents this, and it is usually not set tightly enough.
Two: work outside Zendesk
The gap is real work in another system. Nothing is wrong with the tracking; there is no task for what they were doing.
That is a general task to create, not a record to correct.
Three: status not changed
Somebody went to a meeting without changing status, so the time is attributed to whatever was open. Status synchronisation and idle timeout both reduce this.
Four: the wrong task selected
An agent picked the nearest option from a list that is too long or too vague. If this recurs, the task list is the problem.
Correct the record
The activity can be edited where your permissions allow. Do it promptly, because adherence and utilisation for that period are wrong until you do.
Then fix the cause
One correction is housekeeping. A pattern of corrections means idle timeout, the task list or the status setup needs attention, and correcting records weekly is not a solution.
Tell the agent
It is their record. Editing somebody's tracked time without telling them is exactly the behaviour that makes this product feel like surveillance.
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