Agent Guide
For Customer Support Teams

STARTING YOUR DAY

When

At the beginning of your day or when you are ready to start working.

How
  1. Login to Zendesk.
  2. Select the icon in the top right.
  3. Click “Start Day”.
What Happens After

After you click “Start Day” the clock will start running. Your time will be logged as “Untracked” until you open a ticket or clock into a General Task.

CLOCKING INTO GENERAL TASKS

When

General tasks are used for time you spend outside of Zendesk.

Examples of typical General Tasks include: Break, Lunch, QA, Meeting, etc.

Please note: These will vary based on your organization and the tasks they use.

How
  1. Select the icon in the top right.
  2. Select the icon.
  3. Select “General Tasks”.
  4. Pick the General Task you wish to clock into.
What Happens After

After you clock into a General Task you will remain clocked into that Task until:
A) You open a ticket.
B) You clock into a different General Task.
C) You end your day.

CLOCKING INTO TICKETS

When

Anytime you have a ticket open on your screen.

How

No action required.

You will be automatically track time on a ticket as soon as it is opened.

What Happens After

Time is recorded against the ticket. Time stops being tracked on the ticket after the ticket is no longer on your screen.

VIEWING YOUR SCORECARD AND ACTIVITY

When

You can review your scorecard and daily activity anytime.

How
  1. Select the icon in the top right.
  2. Select the icon.
What Happens After

The scorecard allows you to review your daily activity, productivity, and how you’re doing on your goals.

CHECKING YOUR RANK ON THE LEADERBOARD

When

You can review your leaderboard and daily activity anytime.

How
  1. Select the icon in the top right.
  2. Select the icon.
What Happens After

The leaderboard allows you to see how you’re stacking up against the rest of your team based on your KPIs.

CHECKING YOUR NOTIFICATIONS

When

You can check your notifications anytime.

How
  1. Select the icon in the top right.
  2. Select the icon.
What Happens After

This will show you a history of the notifications you’ve received.

You can also enable Chrome notifications which will pop-up on your screen. Click here to learn how.

HOW TO END YOUR DAY

When

At the end of your day or when you are ready to stop working.

How
  1. Login to Zendesk.
  2. Select the icon in the top right.
  3. Click “End Day”.
What Happens After

The clock will stop running and no further time will be tracked.

If you made a mistake and need to start the clock again, simply click “Start day”.