Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Agent |
Activity in Zendesk is recorded against whatever the agent has open. Simple rule, with known blind spots.
The rule
Time is attributed to the ticket, call or task the agent is working on. Switching to another ticket moves the attribution; there is nothing to start or stop.
What it sees well
- Time on a ticket, including reading and writing.
- Calls handled through Zendesk.
- Messaging conversations.
- Selected general tasks.
The blind spots
- Work in another system. Looking something up elsewhere.
- Phone calls not through Zendesk.
- Talking to a colleague about a case.
- Thinking, with nothing open.
All of that is work and none of it is visible without a general task.
Why the blind spots matter
Untracked work appears as idle time. Occupancy looks low, somebody concludes there is capacity, and the schedule tightens for people who were already busy.
Setting up general tasks is what stops the data being unfair in one direction.
Several tickets at once
Attribution follows what is in focus, so time on a ticket open in the background is not counted against it. That is usually right and it means single-ticket totals are approximate.
Check your own day
Look at yesterday's timeline for yourself. You know what you did, so you can see immediately what the tracking missed.
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