If your organization uses Zendesk to track service work/billable work for clients, you can use Tymeshift's time tracking aspects to automatically record time spent on tickets for your customers.
This workflow guide is designed to outline how you can use Tymeshift for this purpose. Before we get started, an important note: We always recommend managing as much of your workflow from within Zendesk as possible. Tymeshift is designed to snap into Zendesk, and thus, it tracks a LOT of things automatically. For that reason this guide will focus on how to configure Zendesk to support your billing flow.
Okay, let's get started!
Here are some common things you may want to record and report on:
- Amount of Time Logged
- Date and Time the time is logged
- Requester & Organization
- Activity Type/Work Category
- Billable or Non-Billable
All of the above information can be tracked by Tymeshift after being properly configured in Zendesk. Let's break down each of the elements below (+ how to set them up if necessary):
The agent that works on the ticket is recorded automatically each time an agent opens a ticket.
Amount of Time Logged
Each time an agent opens a ticket, the clock will begin running and the time will be automatically logged. No additional action is required.
Date and Time the time is logged
The time that an agent begins working on a ticket and the time they end is recorded automatically. Each time an agent opens and closes a ticket (i.e. they have it open on their screen and then they move away from the ticket) the time is automatically recorded as a separate timesheet. This means the level of data can be very granular. Alternatively, it can stack up and you can see a high level overview such as total time on a ticket.
Requester & Organization
The Requester (AKA customer) is tracked automatically. Additional the Organization (AKA company) is also tracked automatically. This information can be reported on using various reports such as the Custom Report and the Summary Report.
Activity Type/Work Category
We recommend you record information like this using a custom drop down ticket field in Zendesk. Because Tymeshift automatically tracks and allows you to report on all of your custom drop down ticket fields in Zendesk, this makes it easy (and automatic) to classify the time agents spend on tickets. "Activity Type" and "Work Category" are examples that you could name your drop down field, however, it doesn't matter and can be named whatever makes sense for your company's workflow.
Billable or Non-Billable
There are a variety of ways you can track whether a ticket is billable or non-billable. For example, you could create a custom drop down ticket field in Zendesk and include options in the drop down such as: Billable, Non-Billable, Billed. If you opt to go this route, we recommend making this field REQUIRED before the ticket can be solved. Alternatively, you can use another field such as Activity Type to determine whether or not a ticket is billable. For example, depending on which option is selected in the Activity Type drop down menu, you could automatically consider the ticket billable or non-billable.
Reporting on this information in Tymeshift:
Once you've configured your Zendesk workflow to track the above data, the next step is to start reporting on it in Tymeshift.
There are two key reports in Tymeshift which are useful for reporting on this:
This report will give you a high level overview of how much time your agents are spending against each organization or how much time is spent on a particular billing status. Here's an example of how you could organize the report:
This report will give you a very granular view showing every ticket (and even individual timesheet) that an agent worked on for a company. Here's an example of how you could configure this report:
Commonly asked questions:
Are the time and details you've referenced in this article tracked automatically or does the agent need to manually associate this time?
Time is tracked against organization, requester, and all fields that are populated in the ticket automatically, with no additional work required by the agents.