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Time Tracking With Zendesk Integration

Harvest integrates seamlessly with Zendesk to streamline time tracking, enhance project management, and improve client billing accuracy.

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How much revenue is your team leaving on the table?

Most agencies run at 55-60% utilization. Even a small improvement means significant revenue. See what closing the gap looks like for your team.

Number of people who track billable time
$
Blended rate across roles (junior, senior, lead)
55%
Percentage of total hours that are billable. Industry average is 55-60%.
75%
A realistic target for service businesses is 70-80%.
Monthly revenue gap $0
Revenue at current utilization $0/mo
Revenue at target utilization $0/mo
Extra billable hours needed per person/day 0h
Annual revenue opportunity $0

Start tracking team utilization

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

The Strategic Value of Time Tracking in Customer Support

Time tracking integration with Zendesk is a pivotal strategy for customer support teams seeking to optimize efficiency and service quality. By accurately measuring the time agents spend on support tickets, organizations can enhance operational efficiency and improve customer satisfaction. For instance, precise time tracking helps meet Service Level Agreements (SLAs) by ensuring timely responses and resolutions, a critical factor in customer support success.

Implementing time tracking tools like Harvest within Zendesk allows teams to gain actionable insights into agent performance and workload distribution. With features such as automatic time tracking linked to ticket resolution phases, organizations can streamline operations and ensure that every minute is accounted for. This capability not only aids in optimizing agent productivity but also plays a crucial role in accurate client billing, thereby enhancing financial transparency.

Moreover, by leveraging detailed time reports that show time spent per ticket and agent, managers can identify inefficiencies and make data-driven decisions to improve workflows. This strategic approach to time management ultimately contributes to higher customer satisfaction levels and a more efficient support operation.

Essential Features and Seamless Integration Setup

Integrating a time tracking solution with Zendesk requires careful attention to features and setup processes. Key functionalities to look for include one-click timers for ease of use, options for both automatic and manual time entry, and robust reporting capabilities. Harvest, for example, allows users to assign budgets to projects, helping manage profitability for client tickets.

To set up a time tracking integration, follow a structured process:

  1. Acquire the time tracking application, often available from the Zendesk Marketplace.
  2. Activate the integration within the application's settings and authorize the connection with Zendesk.
  3. Configure settings such as mapping support projects to time tracking projects and linking user accounts.
  4. Initiate tracking through a timer button embedded within Zendesk tickets.
It's important to have the necessary permissions, ensure browser cookies are enabled, and verify domain compatibility to avoid any technical issues.

Utilizing these features effectively can significantly enhance the accuracy and usability of time tracking data, ensuring a seamless integration that supports the overall goals of your support team.

Transforming Data into Actionable Support Optimization

Data collected from time tracking efforts within Zendesk can be a powerful tool for optimizing support operations. Critical metrics such as "ticket handling time," "update handling time," and Average Handle Time (AHT) offer deep insights into agent efficiency and ticket resolution processes.

To transform this data into actionable insights, leverage Zendesk's analytics tools to generate comprehensive reports. Start by verifying that your time tracking application, like Harvest, is properly configured. Then, access the time data stored in custom ticket fields and create detailed reports. These reports can include metrics like total time spent per ticket or agent, helping you identify workflow bottlenecks and areas for improvement.

By regularly analyzing this data, support managers can pinpoint inefficiencies, optimize resource allocation, and drive continuous improvement. Best practices include using time tracking data to inform performance evaluations, resource planning, and process enhancements, ultimately leading to a more effective and responsive support team.

Time Tracking With Zendesk Integration by Harvest

See how Harvest integrates with Zendesk for seamless time tracking, enhancing project management and client billing.

Harvest time tracking integration with Zendesk screenshot

Time Tracking With Zendesk Integration FAQs

  • Several time tracking tools integrate with Zendesk, including Harvest, which offers features like one-click timers and detailed reporting. These tools help monitor time spent on support tickets efficiently.

  • To set up time tracking in Zendesk, acquire a compatible application like Harvest from the Zendesk Marketplace. Activate the integration, link accounts, configure settings, and start tracking time directly within support tickets.

  • Look for features like automated time tracking, manual entry options, detailed reporting, and the ability to assign budgets. Harvest provides these features, enhancing both project management and client billing.

  • Some time tracking tools offer basic free plans, which can serve as a starting point. However, more comprehensive solutions like Harvest often provide greater accuracy and features through paid plans.

  • Time tracking improves efficiency by providing insights into agent performance and workload distribution. Tools like Harvest help managers optimize processes and ensure timely ticket resolutions, enhancing overall service quality.

  • Harvest integrates with Zendesk through one-click timers for automated tracking, detailed reporting on ticket and agent time, and budget management features, all helping to streamline support operations.

  • Yes, with Harvest, you can export time tracking data from Zendesk for client invoicing, ensuring accurate billing and financial transparency.