Get the exact time agents spend on tickets with the help of Auto Start Timer app.
It is important to track the time agents spend on each status to know how well your support process is functioning, where the lags are etc. Once the app is installed, you will be able to select during what status of the ticket i.e. ‘open’, ‘pending’ etc. you want the app to trigger, and for what status e.g. ‘resolved’ or ‘waiting on third party’ you want it to stop timing.
With this app, you will be able to get the exact time agents spend on tickets since the process is automated leaving little to no room for error.
Get a complete view of your customer service processes with the help of this app.
Enter your Freshservice API key and Sub-domain (e.g. www.example.freshservice.com, here example will be the sub-domain) and click next.
Choose the start ticket statuses for which the timer should start.
Choose the stop ticket statuses for which the timer should stop (Note: Timer will be stopped automatically for Closed and Resolved ticket statuses).
Click save and you're good to go.