How do I create a trial account? (link to this article)
After you install Tymeshift from the Zendesk Marketplace you'll need to open a TS icon, located in the top right corner of your Zendesk, and follow the onscreen instructions to complete the installation process.
Are there any implementation costs? (link to this question)
No, there are no implementation costs and a free 5 week on-boarding program is included.
Does Tymeshift track activity for agent's using the Zendesk Mobile App? (Both Android and iOS versions) (link to this question)
Tymeshift is unable to track agent time or activity if they are performing the work via the Zendesk Mobile App.
Can I create my own Aux Codes/Aux Statuses for agents to track time against? (link to this question)
Yes, you can. The terminology we use is "General Tasks" but they serve exactly the same function as an Aux Code/Status by allowing you to track out of queue activity.
Can I customize features & permissions per agent? (link to this question)
Yes, you can configure each agent's permissions on a very granular level to control which features they have access to. Additionally, you can configure the tracking behavior for each agent.
Does Tymeshift track bulk-updating tickets? (link to this question)
Tymeshift purposefully does not track bulk ticket updates to prevent unfairly counting productivity points from mass ticket updates.
Does Tymeshift track activity on Suspended Tickets? (link to this question)
No, Tymeshift does not track activity on Suspended Tickets. By default, time spent working in the suspended queue would be tracked as "Untracked". However, you could optionally create a General Task for time spent moderating the suspended queues.
Can bio/bathroom breaks be distinguished from regular breaks? (link to this question)
Yes, this can be distinguished by creating a second General Task for Bio Breaks.
Can Tymeshift metrics be integrated with Zendesk Insights / GoodData? (link to this question)
No, Tymeshift does not integrate with GoodData and there are no plans to develop this integration in the future due to Zendesk's acquisition of Bime Analytics. Tymeshift will integrate with Zendesk Explore in the future.
Our agents work in multiple groups. Can you report on individual agent metrics by Group or Field? (link to this question)
Yes, you can sub-group up to 3 levels deep.
Is it possible to alert managers or team leads about agent performance? (link to this question)
Yes, you can create custom Rules that send notifications to the appropriate manager based on agent performance. For example, an agent that sits idle on Untracked Time for too long.
What currency is Tymeshift paid in? (link to this question)
Tymeshift monthly price is in USD and so are all our contracts. If needed we will provide an estimated value in other currency yet please note that all payments will be processed in USD.