We're very excited to introduce much more granular time tracking with our Zendesk app. We've improved our time tracking to allow you to understand time invested by your team more.

What's changing?

More granular agent states

Instead of having Logged In statuses in Zendesk right now, we'll be able to show the following:

  • Online (Tickets): this means the agent is actively looking at a ticket in Zendesk.

  • Online (Zendesk Dashboard): this means the agent is in Zendesk somewhere, but they're not looking at a ticket.

  • Online (Not Zendesk): this means that the agent is in the browser, but they're looking at a page that's not Zendesk.

Ticket information in the Realtime Dashboard

Within the Realtime Dashboard, you'll be able to see the more granular ticket statuses and the ticket agents are working on. If you're curious to know more about that ticket, you can just click the ticket number! It'll open up Zendesk and take you there.

How do I get it?

It's pretty simple! It just takes a few steps:

  • Install the Assembled app from the Zendesk Marketplace. Then, make sure it's available to all your agents.

  • Once Zendesk is installed, select the "I've completed the installation of the App" box.

  • Select the box titled "use the app for accurate adherence calculations."

Once the new states start flowing in, don't forget to map them to the appropriate activities. And you're all set!

Note: If you do not see the new agent states flowing into Assembled, please ask your team to log out then sign back into Assembled. If the problem persists, please reach out to [email protected]

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