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Time Tracking App for Zendesk

Harvest offers a powerful time tracking solution that helps teams and freelancers accurately log billable hours, ensuring transparent and efficient invoicing.

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How many hours did you work this week?

Enter your clock-in and clock-out times for each day. The calculator handles breaks, overtime, and weekly totals automatically.

Day Clock In Clock Out Break Hours
Total hours this week 0h
Regular hours (≤40) 0h
Overtime hours 0h
Average hours/day 0h
Total break time 0h

Track time automatically with Harvest

Walk through the entire flow below. Start a timer, check your reports, and create a real invoice — all in three clicks.

Go ahead — start tracking!

One click and you're timing. Try it right here: start a timer, add an entry, edit the details. This is exactly how it feels in Harvest.

  • One-click timer from browser, desktop & mobile
  • Works inside Jira, Asana, Trello, GitHub & 50+ tools
  • Duration or start/end — your call
  • Day, week & calendar views to stay on top of it all
  • Friendly reminders so no hour gets left behind
Acme Corp
Website Redesign
Homepage layout revisions
1:24:09
Content Strategy
Blog calendar planning
1:30:00
SEO Audit
Technical audit report
0:45:00
Brand Guidelines
Color system documentation
2:15:00
Logo Concepts
Initial sketches round 1
1:00:00
Today's total 6:54:09

Understanding Zendesk Time Tracking: Why It Matters for Customer Support

Time tracking in Zendesk is crucial for effective customer support management, as it allows teams to monitor ticket handling times precisely. Zendesk lacks native time tracking features, making integrated solutions essential for businesses. By incorporating time tracking apps, companies can achieve improved productivity, accurate billing, and enhanced customer satisfaction.

Key metrics such as Ticket Handle Time and Average Handle Time provide insights into how efficiently agents process tickets. For example, if the Average Handle Time is reduced by 10%, it can lead to a 15% increase in customer satisfaction. Accurate time tracking also supports transparent billing, especially for businesses that charge clients based on support time. This ensures that billing is precise, fostering trust with clients.

Integrating Time Tracking with Zendesk: Methods and Features

Integrating time tracking with Zendesk is achieved through plugins, browser extensions, or API connections available on the Zendesk Marketplace. These methods allow seamless integration, enabling one-click tracking of time spent on tickets directly within the Zendesk interface. Features like automatic time capture and manual entry options cater to different operational needs, while compatibility with mobile and desktop apps ensures flexibility.

Advanced functionalities such as budgeting, invoicing, and activity monitoring enhance the utility of time tracking solutions. For instance, using budgeting tools, teams can assign time budgets for specific clients or projects, helping manage resources effectively. Considerations for setup include adding custom ticket fields to store time data, ensuring comprehensive tracking and reporting capabilities.

Leveraging Time Tracking Data for Operational Excellence

Time tracking data is invaluable for performance analysis and operational improvement in customer support. By analyzing tracked data, managers can identify bottlenecks in workflows, such as tickets that take longer to resolve. This insight allows for targeted process improvements, potentially reducing ticket handling time by 20%.

Detailed reports generated from time tracking data help optimize resource allocation. For example, if data shows that certain ticket types require more time, resource adjustments can be made to ensure adequate staffing levels. Additionally, performance metrics can guide proactive coaching and training initiatives for agents, enhancing overall efficiency and effectiveness.

Best Practices and Considerations for Effective Time Tracking

Implementing time tracking in Zendesk requires clear communication and strategic planning. Successful implementation starts with defining clear metrics and ensuring that agents understand the benefits of time tracking, such as workload insights and recognition of achievements.

Choosing between free and paid options depends on business needs, with free plans offering basic functionalities and paid solutions providing advanced features like invoicing and activity monitoring. Addressing potential challenges, such as agent perception and data privacy concerns, is critical to maintaining a positive work environment. By aligning time tracking with workforce management strategies, companies can enhance their operational capabilities.

Time Tracking App for Zendesk with Harvest

See how Harvest integrates seamlessly with platforms like Zendesk to track time and manage invoicing efficiently.

Screenshot of Harvest time tracking integrated with Zendesk

Time Tracking App for Zendesk FAQs

  • Time tracking apps integrate with Zendesk through the Zendesk Marketplace, browser extensions, or direct API connections. These methods enable seamless tracking of time on tickets, enhancing operational efficiency.

  • Look for features like one-click tracking, automatic time capture, and manual entry options. Advanced functions such as reporting, budgeting, invoicing, and activity monitoring are also beneficial.

  • Yes, many time tracking solutions offer free plans or trials, allowing you to test basic functionalities. These options are ideal for small teams or businesses wanting to try before committing to a paid plan.

  • Time tracking provides insights into ticket handling and agent performance, helping identify bottlenecks and optimize workflows. This can lead to faster ticket resolution and improved customer satisfaction.

  • Time tracking data is highly accurate when integrated properly. Automatic tracking captures all activity, while manual options allow agents to record time precisely. This data is vital for performance analysis and billing.

  • You can generate reports detailing time spent by agents, ticket types, and clients. These reports help in analyzing performance, identifying trends, and making informed management decisions.

  • Time tracking can provide agents with valuable insights into their work patterns and areas for improvement. When communicated effectively, it supports recognition and development, rather than being seen as oversight.