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Outbyte PC Repair FREERepair Windows errors before they cause bigger problemsFix Now →Outbyte Driver Updater FREEScan for outdated or missing drivers - takes under a minuteDriver Scan →Zendesk’s native Time Tracking app records time associated with ticket updates and saves it with the ticket. It is designed to measure ticket handling—not an agent’s full attendance or all work activity. Install and configure the app, make its custom fields available on ticket forms, then use Zendesk Explore to report either total time per ticket or time per update.
What Zendesk time tracking measures
The Time Tracking app attaches time data to ticket activity. After an update, an agent can enter or confirm the time, pause or resume the timer, reset it, and review the ticket’s time logs. Zendesk describes the app as tracking “the time spent on each ticket update and stores this with the ticket” (Zendesk’s Time Tracking metrics guide).
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That data supports two distinct reporting questions. Total handling time adds the tracked time for a ticket; update handling time looks at time associated with individual ticket updates. Neither should be treated as a complete measure of attendance or all work an agent performs.
Install and configure the app
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Have a Zendesk administrator install and configure the Time Tracking app. Zendesk’s Marketplace instructions explain how to find and install Marketplace apps.
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Make the app’s custom fields available on the ticket forms agents use. The fields are “Total time spent (sec)” and “Time spent last update (sec).” Zendesk’s Time Tracking troubleshooting guide warns that missing fields on relevant forms can cause an error.
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After installation, agents may need to hard-refresh their browsers once. On a ticket update, use the app’s time entry to submit or confirm time; agents can also pause or resume the timer, reset it, and inspect the ticket’s timelogs. Zendesk documents these controls in Using the Time Tracking app.
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Zendesk’s troubleshooting article says the app is available to customers on Professional or higher. Plan names and availability can change, so confirm eligibility in Zendesk’s current plan documentation before deployment.
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Zendesk Explore uses different data for ticket totals and update-level detail. Zendesk’s Measuring ticket handling time recipe lists Explore Professional or Enterprise, editor or admin permissions, and a configured Time Tracking app as prerequisites.
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| Question | Explore dataset and value | What it tells you |
|---|---|---|
| Total tracked time per ticket | Support: Tickets dataset; “Total time spent (sec)” | The total logged time associated with a ticket. |
| Tracked time per ticket update | Support: Updates history dataset; change values | Time associated with individual updates, rather than the ticket’s total. |
For a ticket-level metric in minutes, Zendesk’s recipe gives VALUE(Total time spent (sec))/60; for hours, use VALUE(Total time spent (sec))/60/60. Newly installed apps may not have synchronized their data to Explore yet, so a report can initially lack expected values.
Understand the logging limits
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The app records time through ticket updates; it is not, by itself, a full shift or attendance tracker.
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On shared tickets, time entered by an account receiving the ticket contributes to the total. The sending account’s Events view may not display those receiving-account updates.
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Because the app’s data depends on its custom ticket fields, check the forms used by affected tickets when setup produces errors.
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When Zendesk WFM is a better fit
Use Zendesk WFM when the requirement is attendance or a broader agent activity timeline rather than only time logged against ticket updates. WFM tracking can include tickets, calls, chats, breaks, and general tasks such as meetings. Depending on account settings, tracking may start automatically or agents may need to start and end their day manually. Logging out of Zendesk or closing it does not itself end a WFM day. See Zendesk’s WFM time tracker guidance.
Other Marketplace options
Zendesk release notes published in October 2025 listed paid Marketplace apps Ticket Time Analyser and Time in Status. Their current listings, compatibility, and terms are not established here, so treat them as options to investigate—not tested recommendations. For Marketplace apps generally, check the current listing and confirm that its measurement method matches the reporting question you need to answer.
Quick Recap
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