Tracking your Time in Zendesk: Best Practices Guide – Tymeshift

This guide will serve as a reference to help you use Tymeshift easily, efficiently, and effectively.
We have outlined a variety of tips and tricks, which will enable you to get the most out of Tymeshift.

OUR STORY (Why We Made It)

Frankly, one of the reasons that we built Tymeshift was to provide a solution for our parent company and developer, MPA. MPA has a tech support team that needed to track time on tickets to make sure important billing wasn’t missed. You can learn more about the Tymeshift story here. Or watch the video below for a quick overview.


Tymeshift is an application that will help you track employee time and run reports to support tickets within your helpdesk, Zendesk. When implementing Tymeshift throughout your company, this guide will help you, but you may want to dig in even deeper. You can do so by clicking the image below:



In order to obtain the best data and results from your Tymeshift experience it’s important that you first adjust your account settings, then train your team to use the application in the manner and with the process you prefer.

You can set your preferences on the SETTINGS page by following these steps:

  1. In your Zendesk Tymeshift widget, select “Admin” from the drop down menu in the upper left corner. (Skip this step if you already have the full web app open).
  2. Hover over ADMIN in the top menu bar, then select “Settings” from the drop down menu.
  3. Edit company details, select time and currency format, and enable – or disable – a number of features for your company’s Tymeshift experience.


Do you want Tymeshift to automatically clock into a ticket when it’s opened? Do you need to track time against other things (i.e. time in meetings, lunch/break times, etc.)? These are just a few of the details to consider when setting up the best workflow.

Let’s consider a specific scenario below:

  • You want to track all time related to tickets, and you’d like all your agents to be automatically clocked in to each ticket as soon as they open them, then clocked out when the ticket is closed.
  • You want to track time spent in other things (Sales, Lunch, Breaks, etc.)
  • You want to track all of the time that’s NOT spent in tickets or General Tasks.

All of this is configured on the Agents Permissions page, which can be found under the Admin drop down in the top menu bar.

Agent Permissions

  1. Select ENABLE AUTO CLOCK. What this does is it automatically clocks an agent into a ticket. (Note: you’ll probably opt NOT to enable the TURN AUTO CLOCK ON/OFF FROM THE APP feature, as this would give agent control to possibly not track some of their time.
  2. Under RULES ->CLOCK OUT AFTER, un-select all options except TICKET TAB IS INACTIVE. (This will ensure that when the ticket is no longer open, Tymeshift will automatically clock the agent out of that ticket.)
  3. Decide whether or not to enable TICKET LOCK. When enabled, agents will be allowed to select a lock icon, located inside their Tymeshift widget, and stay clocked into that ticket even should they decide to navigate away from the ticket view for any reason – even when AUTO CLOCK is enabled. (The ticket can be clocked out of manually or by clicking the lock icon again and leaving the ticket.)
  4. Determine if you would like an alert to pop up within the Tymeshift widget in the event that an agent has been clocked into the same ticket for more than “X” number of hours. Simply select (or un-select) SHOW ALERT & ALLOW TIME TO BE ADJUSTED AFTER ___ HOUR(S) and fill in the box with your desired number of hours.
  5. Next, enable GENERAL TASKS so that each agent can select the option when tracking time spent in other things (Sales, Lunch, Breaks, etc.). (We’ll show you how to set these in a bit.)


Here is a screenshot of how a “typical” agents Permissions page configuration might look:

Agent Permissions


You’ve already enabled GENERAL TASKS, so now we need to configure them.

  1. Select ADMIN -> “General Tasks” in the top menu bar.
  2. Select any and all of the desired, Preset tasks, or add your own by clicking the ADD GENERAL TASK button.



If you’d like to track your agents’ “Untracked time” (the time they ARE not clocked into anything specific), you will need to enable this feature.

  1. Under ADMIN, select “Settings”.
  2. Approximately halfway down the page, select the box for ENABLE UNTRACKED TIME (BETA).



This feature is accessed much like everything else – through the top menu bar in the web app. It allows you to see what agents are doing in real time, which tickets they are working on, and if someone has been clocked into a ticket for a longer time than expected (as you had set on the agents Permissions page – those agents will be in red).


You can even view this same information from directly inside a Zendesk ticket.


From this same window, you can also view a history of what people have done TODAY. (Note: You can even click on a ticket to open it and see further detail).



Reporting is one of Tymeshift’s most popular and important features. We will now look at how to run a basic report for the period of a week. First, there are two ways to access reporting:

Method 1: At the top of your Tymeshift web application, select REPORTS.

Method 2: In your Tymeshift widget in Zendesk, hover over the three-bar menu icon at the upper left corner and select “Reports” in the drop down menu.

Once you are in the “Reports” section, you can determine all the details for your report. Below, we have specified the past 7 days, any ticket status (Open, Solved, etc.), all agents, all Organizations, grouped by agents, and included Untracked Time and General Tasks. Additionally, the Metrics we used are Tickets vs. General Tasks vs. Untracked Time.


You can quickly view even more detail about an agent’s time report by hovering over his/her respective pie chart.


There are countless additional options and views to customize your  own reports. Adjust the options to make it the most relevant for your company!

Our company settings are exactly as outlined above in this guide.
What can I expect now?

Because you have enabled the auto-clock feature…

  • Tymeshift will start recording time automatically when the agent is viewing a ticket.
  • Tymeshift STOPS counting time on the ticket when the agent leaves  or closes the ticket, or when he/she manually selects “Clock Out”.
  • In the event an agent forgets to clock out or change views, the time will be attributed to the last action performed by the agent.

Because you have determined that after 1 hour in a ticket the agents will see a pop-up alerting them…

  • The agent can confirm if he/she is continuing to work in this ticket OR
  • The agent can adjust his/her time in the event an error was made.
Agents Activity Action / Process What Happens?
Agent opens first ticket of the day in Zendesk Automatic (no manual action needed) Clock-in is automatic
Agent works in ticket #2354 Automatic shift Ticket time is recorded automatically in ticket #2354
Break time Agent clicks “General Tasks” – selects “Breaks” TS records time as “Break”
Agent opens ticket #67544 Automatic shift Ticket time is recorded automatically in ticket #67544
Lunch break Agent clicks “General Tasks” – selects “Lunch” TS records time as “Lunch”
Agent attends meeting Agent clicks “General Tasks” – selects “Meetings” TS records time as “Meetings”
Agent is not in a ticket OR General Task Automatic shift TS records time as “Untracked”
End of Day Agent closes Zendesk OR clicks “Clock Out” TS no longer tracking time for this Agent


If you have any questions at all about using Tymeshift, we’d love to help. You can email us here anytime. Or explore on your own with our extensive Documentation resources. We look forward to working with you!