Time Tracking
Helps you track time spent on tickets.
5670 reviews
Installs
10674
Works with
Support
Developer
Zendesk
Automatically track the time spent on each of your Zendesk Support tickets
Customize the app to include the exact functionality that your team needs
Leverage Insights to create detailed reports with your time tracking data
The Time Tracking app makes managing your team's performance and overall support operations easier. Easily identify which customers send in the most complicated tickets, or which issue types take the longest for your team to resolve. Dig down into an agent's tickets to discover what's taking up their time and which issues they're experts on.
Know exactly how and where your team is spending their time
Keep a running log of which support agents have worked on a ticket and how long each interaction lasted. Automatically log the total time spent the second your agent updates a ticket or let them manually enter their time.
Easy to setup, customize, and use
The Time Tracking App doesn't require any third party setup or login. Simply customize how the Time Tracking app displays and works for your support team, for a seamless fit into your team's current workflow.
Report on your time logs and take action
Start reporting right away with easily built custom time tracking reports through Insights. Know exactly what's draining your support team's resources and find the best areas for optimization and improvement.
By enabling this app, You agree to the Built by Zendesk Terms of Use."
Last updated
7 August 2025
Version
2.1.5
Category
Developer
Collection
How to install
Getting started with the Time Tracking app:
Sign in to your Zendesk Support account, then click the Admin icon in the sidebar.
- Select Apps > Marketplace, then find the Time Tracking app and click the tile.
- On the Time Tracking app page, click Install app in the upper-right corner. This app is only available to customers on the Professional and Enterprise plans.
- Enter a name for the app, select the configurations you want, then click Install.
- If you are using Ticket Forms (part of the Productivity Pack add-on), go to Admin > Manage > Ticket Forms and add the ticket fields 'Total time spent' and 'Time spent last update' to each of your Ticket Forms."
What people are saying
26 reviews
Showing 5 of 26 reviews
Niels M. Jensen
The app is unable to forward 0 minutes to our timesheets application. If we type 0 min, it sends the latest value that was higher than 0, causing a lot of manual admin. Can this please be investigated as a priority?
Carolina Sola
There is no way to disable the time from starting as soon as you open the window and then It is not possible to edit a time already charged
Sam Illingworth
There's currently a bug in this app (Zendesk don't make it easy to report a bug, so I'm reporting it here.) I'm getting the error: "Did you follow the installation instructions for this app and configure both required ticket fields to appear on every ticket form? If not, please see these instructions and go to your ticket forms management page to finalize the setup. [form name] [form ID] Total time spent (sec) (18698182011933) Time spent last update (sec) (18698182019997)" but the form it names *isn't the one used by the current ticket*. The one used by the current ticket is already correctly configured I've worked around this by adding those fields to the other form.
Donovan Miner
We just started using this app to track time on calls. So far so good. We've got one minor question, though. Is there no way to *not* track time after the ticket is solved? Our users often leave the ticket visible in their browser for some time after solving their ticket and that time does not need to be tracked.
Aaron Peace
If you need help setting up reporting you can see the article below. Dear Developers; This should be added to the App Overview page somewhere such as the "How to install" page: https://support.zendesk.com/hc/en-us/articles/4408825230490-Time-Tracking-app-Metrics-you-need-to-be-measuring HELP: We need to be able to report on agent time activity across any/all Ticket per day/week/month but the metrics dont seem to work unless a Ticket has been closed. Can you provide a report recipe for this?
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