Automaticly start and stop a timer when an agent creates or works on a ticket.
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Auto start/stop timer when working on a ticket
I try exactly to do that. I find some topics but nothing really automatic. Do you found an solution?
+12Hello,
You can now auto-start/stop ticket timers based on certain status conditions using this marketplace app. It works on the Mint interface.
Cheers!
+12Hello Kevin,
Can you please try entering the subdomain name instead of the actual URL? ie. please input izberg instead of www.izberg.freshdesk.com and then click 'next' button.
Cheers!
Hello Aravind,
Thanks for you help.
That's work.
The timer can be trig only the status.
Do you plan to allow event like open ticket view / close ticket view.
Like your feature to manage cross working:
kindly
+12Thanks Kevin. At the moment, the interface APIs aren't specifically built to handle these cases. We'll see if we can add in the future based on the traction this feature gets.
Cheers!
+12Cheers!
I installed the app AutoStartToptimer. I configured one status "In Progress" to activate the timer (is custom status). I configured the rest of status as "Stop Timer". When the system is working my agents set the status to "In progress" to indicate they are actually working on it. nothing happens in the timer. When my user reply the ticket change to "Waiting to User" and if there is one active timer on, nothing happens. The timer keep working. So, it is looks like I have no app installed.
+12Cheers!
This app has been helpful by eliminating a couple of clicks to start the timer!
Is the intended functionality of this app to pause the timer when the ticket is not in the active browser tab/ window?
If so, is there a way to disable this? Our agents often need to navigate to external resources while working on a ticket and are not getting credit for time spent.
There is another app available with us, the AHT plus app. This app tracks how long it takes an agent to handle a ticket. The timer automatically starts when the ticket is opened and turns off when the agent closes the tickets or when the agent moves to another tab ensuring that there are no errors in tracking time spent on a ticket.
The Average Handling Time is calculated by accumulating the total amount of time agents spend in the ticket details page and then dividing that number by the total number of tickets accessed. Please feel free to write to us at support@freshdesk.com for further questions on this app.
Cheers!
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