We're focusing on new things
No need to worry; you'll still have access to this feature, but unfortunately, we can no longer support the V1 Zendesk Application after 1st of September 2023. The good news, though, we're replacing it with new and improved features that will be even better. This feature is being replaced by V2 Zendesk Application. If you have any questions, do not hesitate to contact us at support@tymeshift.com.
Once an agent is in Zendesk, they will be able to Start or End their Day in the tymeshift App. It is important for agents to clock in (Start Day) and out (End Day) so that their activities are properly tracked. Through Zendesk and by setting up Rules, both steps can be done automatically.
This feature allows your agents to begin their day and tymeshift will start tracking all activities. If agent clocks into a ticket in Zendesk, then their day will automatically start. Otherwise, they should take the following steps:
- Open the tymeshift App in Zendesk.
- Click on the Start Day button in the upper right corner.
This feature allows your agents to end their day. It is necessary to stop the clock from running and prevent Untracked Time from being recorded. It is especially useful because it helps agents avoid having time tracked after the end of their shift.
To use the End Day feature, agents should:
- Open the tymeshift App in Zendesk.
- Click on the End Day button in the upper right corner.
Note: if your agents forget to click End Day in tymeshift, we propose setting up Rules to automatically clock them out, end their day, and delete the Timesheet if they are tracked against a ticket/General Task/untracked for a certain period of time.
Important: please note that due to technical limitations closing Zendesk or logging out of Zendesk will not end the day in tymeshift automatically.