How do I create a trial account?
First, install Tymeshift from the Zendesk Marketplace. Then, click on the TS icon that’s
located in the top-right corner of Zendesk. You will be prompted to follow the onscreen
instructions to finish setting up Tymeshift.
Can Tymeshift track agents’ activity on the Zendesk Mobile App (either the Android or
No, Tymeshift does not track an agent’s time or activity if they do work using the Zendesk
Can I create my own Aux Codes or Aux Statuses for agents to track time?
Yes, you can. We call it a “General Task” in our system. General Tasks serve exactly the
same function as an Aux Code/Status by letting you track out of queue activity.
Can I customize features and permissions for a single agent?
Yes, you can configure each agent's permissions on a very granular level to control which
features they can access. You can also configure the tracking behavior for each agent.
Does Tymeshift track bulk-updating tickets?
Tymeshift purposefully does not track bulk ticket updates to prevent unfairly counting
productivity points from any mass ticket updates that may occur.
Does Tymeshift track activity on Suspended Tickets?
No, Tymeshift does not track activity on Suspended Tickets. By default, time spent working in the suspended queue would be labeled as Untracked. However, you have the option of creating a General Task for any time that is spent moderating the suspended ticket queue.
Can bio/bathroom breaks be distinguished from regular breaks?
Yes, you can distinguish these by creating an additional General Task specifically for Bio
Can Tymeshift metrics be integrated with Zendesk Insights (GoodData)?
No, Tymeshift does not integrate with GoodData. We do not currently have plans to develop
this integration due to Zendesk’s acquisition of Bime Analytics. In the future, Tymeshift will
integrate with Zendesk Explore.
Our agents work in multiple groups. Can you report on individual agent metrics by
Group or Field?
Yes, you can create subgroups that are up to 3-levels deep within Tymeshift.
Is it possible to alert managers or team leads about agent performance?
Yes, you can create custom rules that send notifications to the appropriate manager based on agent performance. For example, you can set the system to send a notification when an agent
sits idle on Untracked Time for too long.
Can I see and report on my agents performance retroactively after installing Tymeshift?
After installing Tymeshift your agent activity and performance will start being tracked. From that moment on you will be able to report on their performance, occupancy rate and much more. It is not possible to retroactively report on your agents/teams productivity.