Understanding Zendesk for Customer Support<\/strong><\/h2>\n\n\n\n![\"zendesk](\"https:\/\/everhour.com\/blog\/wp-content\/uploads\/2022\/10\/zendesk.jpg\")
<\/figure>\n\n\n\nZendesk is a convenient customer relationship management software used by over 170,000 paying customers in 160 countries around the world. It\u2019s fair to say it\u2019s pretty popular – even amongst large corporations.<\/p>\n\n\n\n
The tool is an all-in-one solution, meaning it has various applications for every step of the way regarding customer relationship management. Below, we\u2019ll outline some of the core features of Zendesk.<\/p>\n\n\n\n
\n- Allows the ability for companies to use live chat as part of their customer service<\/a><\/li>\n\n\n\n
- Allows companies to build a customer knowledge base<\/li>\n\n\n\n
- Supports the creation of a ticketing system for customer requests<\/li>\n\n\n\n
- Offers chat support for all main social media platforms<\/li>\n<\/ul>\n\n\n\n
Aside from improving a company\u2019s CRM, Zendesk also has a feature to help the company itself better manage and increase the performance of its customer support staff. This can be done thanks to Zendesk\u2019s native time tracking<\/a> feature.<\/p>\n\n\n\nHow Zendesk\u2019s Native Time Tracking Works<\/strong><\/h2>\n\n\n\nIt\u2019s hard to know how effective your customer support system is without any data. To come to a conclusion on the matter, you need to know how long it takes for your agents to resolve a ticket, which types of tickets are most likely to cause delays, the average ticket time, as well as the overall productivity of the agent.<\/p>\n\n\n\n
To solve this problem, Zendesk has a native time-tracking feature. When you start a ticket on Zendesk, employees can click the \u201cstart timer\u201d button. Once an agent clicks the start timer button, Zendesk tracks how long it takes to finalize the ticket.<\/p>\n\n\n
\n![\"zendesk](\"https:\/\/everhour.com\/blog\/wp-content\/uploads\/2022\/10\/time-tracking-timer-controls.png\")
<\/figure>\n<\/div>\n\n\nThe Zendesk time tracker can then use all the gathered information to help you see not only how productive your employees are, but the types of tickets that take the most time.<\/p>\n\n\n\n
To use the time tracker, you need to log into Zendesk, click the Admin button, head to Apps, and then Marketplace. On the marketplace, you\u2019ll find the Time Tracking app. From there, you just have to click the install button.<\/p>\n\n\n\n
After installing the app, you can customize the configuration by going to Apps > Manage > Time Tracking. There are many ways to customize Zendesk\u2019s time tracker. Some of the ways you can customize Zendesk include:<\/p>\n\n\n\n
\n- Hiding the app from non-admins<\/li>\n\n\n\n
- Changing the title of the tracker<\/li>\n\n\n\n
- Choosing whether or not agents can view the time logs on the tickets<\/li>\n\n\n\n
- Adding a refresh button to restart the timer<\/li>\n\n\n\n
- Adding different custom fields to tickets<\/li>\n\n\n\n
- Pausing time tracking whenever agents switch to a different tab<\/li>\n<\/ul>\n\n\n\n
As an admin, you can also generate detailed reports on a team\u2019s or individual\u2019s performance. The app gives you reports on your worker\u2019s time data that allows you to see who is performing well and which team members require more assistance.<\/p>\n\n\n\n![\"zendesk](\"https:\/\/everhour.com\/blog\/wp-content\/uploads\/2022\/10\/reporting_dashboard.jpg\")
<\/figure>\n\n\n\nThe Zendesk time-tracking app adds a new layer of functionality to the software. Having a native time tracker is great as you get detailed reports on how the team is performing and find ways to optimize the customer service experience. That said, there are some definite flaws within the app that can get in the way of functionality.<\/p>\n\n\n\n
\u274c Cons of Zendesk Time Tracking<\/h3>\n\n\n\n
The downside to Zendesk Time Tracking is that it doesn\u2019t have as many features as you\u2019d expect from a modern-day time tracker. While it has all the basics covered, there are also some advanced features that are lacking.<\/p>\n\n\n\n
The Zendesk time tracker feels like an afterthought when comparing the other features of the software. The native time tracker is easy to use and gives you ample information, but it\u2019s those advanced features that you often need from a time tracker that really allow you to understand what is going on when it comes to performance. For example, you can\u2019t track time for different projects or clients. This can be a huge hassle if you handle multiple accounts and teams.<\/p>\n\n\n\n
Another con of the Zendesk Time Tracker is that it lacks distraction management features. With other time trackers on the market, there are features in place designed to keep you focused. That way, you work on the task at hand and finish it in the most efficient manner possible.<\/p>\n\n\n\n
Additionally, you can\u2019t even use the app to track inactivity. Time trackers aren\u2019t just supposed to track data, they\u2019re also supposed to increase productivity.<\/p>\n\n\n
\n![\"zendesk](\"https:\/\/everhour.com\/blog\/wp-content\/uploads\/2022\/10\/productivity-1.gif\")
<\/figure>\n<\/div>\n\n\nThe Zendesk Time Tracker is great at generating reports and helping you find ways to streamline customer service processes. However, it doesn\u2019t come with features that keep your employees focused and actively resolving tickets.<\/p>\n\n\n\n
That said, Zendesk does offer a solution for the missing features on the time tracker. In the next section, we\u2019ll discuss one way you can truly take employee time tracking<\/a> on Zendesk to the next level.<\/p>\n\n\n\nZendesk Time Tracking Integration<\/h2>\n\n\n\n
One of the most overlooked features of Zendesk is its capability to integrate with third-party applications. And one great time tracker that smoothly integrates with Zendesk is Everhour. Everhour is a comprehensive yet simple-to-use time tracker that can be used by anyone from solopreneurs to large corporations.<\/p>\n\n\n\n
Maximize Time Tracking with Everhour and Zendesk Integration<\/strong><\/h2>\n\n\n\n\u2757 Overview<\/h3>\n\n\n\n![\"zendesk](\"https:\/\/everhour.com\/blog\/wp-content\/uploads\/2022\/10\/zendesk-1.jpg\")
<\/figure>\n\n\n\nEverhour is a market-leading work hours tracker<\/a>. It\u2019s a tool specifically designed for individuals and teams to increase their efficiency and productivity at work through the power of tracking every second of their working hours.<\/p>\n\n\n\nWhen using Everhour, you can:<\/p>\n\n\n\n
\n- Manage and view the progress of several projects from one dashboard<\/li>\n\n\n\n
- Use the task management feature to assign work to each team member while keeping track of their time<\/li>\n\n\n\n
- Create a visual project planner with a timeline, allowing you to meet deadlines even when dealing with complex projects<\/li>\n\n\n\n
- Create invoices and detailed descriptions on-demand of the hours spent on the different tasks<\/li>\n\n\n\n
- Track employee time off, including vacation days, sick days, and more<\/li>\n\n\n\n
- Edit time tracking records to insert manual time entries, so the records on the <\/strong>timesheet app<\/a> are more accurate<\/li>\n<\/ul>\n\n\n\n
While Everhour is not one of the first time trackers on the market, it\u2019s also proven to be one of the most comprehensive. So, using this app along with Zendesk can help you and your team unlock a new level of productivity and efficiency by optimizing how you and your team spend your time.<\/p>\n\n\n\n
<\/figure>\n\n\n\nZendesk is a convenient customer relationship management software used by over 170,000 paying customers in 160 countries around the world. It\u2019s fair to say it\u2019s pretty popular – even amongst large corporations.<\/p>\n\n\n\n
The tool is an all-in-one solution, meaning it has various applications for every step of the way regarding customer relationship management. Below, we\u2019ll outline some of the core features of Zendesk.<\/p>\n\n\n\n
- \n
- Allows the ability for companies to use live chat as part of their customer service<\/a><\/li>\n\n\n\n
- Allows companies to build a customer knowledge base<\/li>\n\n\n\n
- Supports the creation of a ticketing system for customer requests<\/li>\n\n\n\n
- Offers chat support for all main social media platforms<\/li>\n<\/ul>\n\n\n\n
Aside from improving a company\u2019s CRM, Zendesk also has a feature to help the company itself better manage and increase the performance of its customer support staff. This can be done thanks to Zendesk\u2019s native time tracking<\/a> feature.<\/p>\n\n\n\n
How Zendesk\u2019s Native Time Tracking Works<\/strong><\/h2>\n\n\n\n
It\u2019s hard to know how effective your customer support system is without any data. To come to a conclusion on the matter, you need to know how long it takes for your agents to resolve a ticket, which types of tickets are most likely to cause delays, the average ticket time, as well as the overall productivity of the agent.<\/p>\n\n\n\n
To solve this problem, Zendesk has a native time-tracking feature. When you start a ticket on Zendesk, employees can click the \u201cstart timer\u201d button. Once an agent clicks the start timer button, Zendesk tracks how long it takes to finalize the ticket.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\nThe Zendesk time tracker can then use all the gathered information to help you see not only how productive your employees are, but the types of tickets that take the most time.<\/p>\n\n\n\n
To use the time tracker, you need to log into Zendesk, click the Admin button, head to Apps, and then Marketplace. On the marketplace, you\u2019ll find the Time Tracking app. From there, you just have to click the install button.<\/p>\n\n\n\n
After installing the app, you can customize the configuration by going to Apps > Manage > Time Tracking. There are many ways to customize Zendesk\u2019s time tracker. Some of the ways you can customize Zendesk include:<\/p>\n\n\n\n
- \n
- Hiding the app from non-admins<\/li>\n\n\n\n
- Changing the title of the tracker<\/li>\n\n\n\n
- Choosing whether or not agents can view the time logs on the tickets<\/li>\n\n\n\n
- Adding a refresh button to restart the timer<\/li>\n\n\n\n
- Adding different custom fields to tickets<\/li>\n\n\n\n
- Pausing time tracking whenever agents switch to a different tab<\/li>\n<\/ul>\n\n\n\n
As an admin, you can also generate detailed reports on a team\u2019s or individual\u2019s performance. The app gives you reports on your worker\u2019s time data that allows you to see who is performing well and which team members require more assistance.<\/p>\n\n\n\n
<\/figure>\n\n\n\nThe Zendesk time-tracking app adds a new layer of functionality to the software. Having a native time tracker is great as you get detailed reports on how the team is performing and find ways to optimize the customer service experience. That said, there are some definite flaws within the app that can get in the way of functionality.<\/p>\n\n\n\n
\u274c Cons of Zendesk Time Tracking<\/h3>\n\n\n\n
The downside to Zendesk Time Tracking is that it doesn\u2019t have as many features as you\u2019d expect from a modern-day time tracker. While it has all the basics covered, there are also some advanced features that are lacking.<\/p>\n\n\n\n
The Zendesk time tracker feels like an afterthought when comparing the other features of the software. The native time tracker is easy to use and gives you ample information, but it\u2019s those advanced features that you often need from a time tracker that really allow you to understand what is going on when it comes to performance. For example, you can\u2019t track time for different projects or clients. This can be a huge hassle if you handle multiple accounts and teams.<\/p>\n\n\n\n
Another con of the Zendesk Time Tracker is that it lacks distraction management features. With other time trackers on the market, there are features in place designed to keep you focused. That way, you work on the task at hand and finish it in the most efficient manner possible.<\/p>\n\n\n\n
Additionally, you can\u2019t even use the app to track inactivity. Time trackers aren\u2019t just supposed to track data, they\u2019re also supposed to increase productivity.<\/p>\n\n\n
\n<\/figure>\n<\/div>\n\n\nThe Zendesk Time Tracker is great at generating reports and helping you find ways to streamline customer service processes. However, it doesn\u2019t come with features that keep your employees focused and actively resolving tickets.<\/p>\n\n\n\n
That said, Zendesk does offer a solution for the missing features on the time tracker. In the next section, we\u2019ll discuss one way you can truly take employee time tracking<\/a> on Zendesk to the next level.<\/p>\n\n\n\n
Zendesk Time Tracking Integration<\/h2>\n\n\n\n
One of the most overlooked features of Zendesk is its capability to integrate with third-party applications. And one great time tracker that smoothly integrates with Zendesk is Everhour. Everhour is a comprehensive yet simple-to-use time tracker that can be used by anyone from solopreneurs to large corporations.<\/p>\n\n\n\n
Maximize Time Tracking with Everhour and Zendesk Integration<\/strong><\/h2>\n\n\n\n
\u2757 Overview<\/h3>\n\n\n\n
<\/figure>\n\n\n\nEverhour is a market-leading work hours tracker<\/a>. It\u2019s a tool specifically designed for individuals and teams to increase their efficiency and productivity at work through the power of tracking every second of their working hours.<\/p>\n\n\n\n
When using Everhour, you can:<\/p>\n\n\n\n
- \n
- Manage and view the progress of several projects from one dashboard<\/li>\n\n\n\n
- Use the task management feature to assign work to each team member while keeping track of their time<\/li>\n\n\n\n
- Create a visual project planner with a timeline, allowing you to meet deadlines even when dealing with complex projects<\/li>\n\n\n\n
- Create invoices and detailed descriptions on-demand of the hours spent on the different tasks<\/li>\n\n\n\n
- Track employee time off, including vacation days, sick days, and more<\/li>\n\n\n\n
- Edit time tracking records to insert manual time entries, so the records on the <\/strong>timesheet app<\/a> are more accurate<\/li>\n<\/ul>\n\n\n\n
While Everhour is not one of the first time trackers on the market, it\u2019s also proven to be one of the most comprehensive. So, using this app along with Zendesk can help you and your team unlock a new level of productivity and efficiency by optimizing how you and your team spend your time.<\/p>\n\n\n\n