A smart add-on for Zendesk. A new way to track time embedded in the customer experience.
Time Tracking By Tempo add-on can be found on the Zendesk Marketplace
This initiative was the first Time Tracking tool by Tempo outside of Atlassian's ecosystem. We were facing new users (ie. support agents instead of developers), with different workflows, methods of working and an increased number of data points to track.
We quickly realized that a single support agent could work up to 70 tickets per day, not including a handful of other tickets that are used as canned responses to solve the active ticket. This meant we had to re-think our way to track tickets.
Our cross-functional team quickly started building a way to analyze tickets that a support agent would interact with and create suggestions based of the activity. These were given a score for various interactions and would suggest a block of time for agents to quickly log time.
These resided in what we call MyWork, a page where support agents would go to log their daily suggestions and convert into logged time for their mangers to see.
