Tymeshift automatically tracks all of the time that agent's spend in Zendesk.
Here are the basics of how the automatic tracking works:
Whatever is currently active inside of Zendesk will be tracked. For example, if you open a ticket, time will be tracked against the ticket. If you navigate a way to that ticket to the home screen or a view then the time will be tracked against Untracked time. Untracked time is idle/unproductive time and helps you to understand an agent's Occupancy Rate when handling tickets.
NOTE: Tymeshift will continue running in the background even if an agent closes their browser tab.
Here's an example:
- Open a ticket and Tymeshift starts tracking time against it
- Close the Zendesk Browser Tab, Navigate away from Zendesk, or otherwise leave the Zendesk browser tab
- Tymeshift will keep running in the background on the last activity the agent did prior to leaving that tab.
- When you return to Zendesk and open Tymeshift, you will see you are still clocked into the last activity you were previously doing
NOTE: Admin's will likely see this happen frequently they are reviewing tickets and not following the typical flow. I.e. An admin might click a link from Slack, check out the ticket, and then kill their browser tab. In the background, Tymeshift will keep running against that ticket, and when you open Zendesk back up again and check Tymeshift you'll see you're still active on the last ticket you opened.