Objective

Select the Zendesk ticket field that records seconds spent on each update so ZenOps can capture agent handling time (AHT).

Environment

  • You are an administrator with access to Integrations.
  • Zendesk is connected. If it is not, follow How To Connect Zendesk.
  • The Zendesk ticket webhook is active, and a numeric Time spent last update field is available. If no numeric fields appear, run a Zendesk data sync and check the field list again. See How To Verify That Workforce Data Is Syncing.

Resolution

  1. Open Integrations, find Zendesk, and select Manage. Confirm the Zendesk connection is active.
  2. Check Ticket Webhook Configuration and confirm the ticket webhook is active. A saved field by itself does not capture updates when the webhook is inactive.
  3. In Time Tracking, open the "Time spent last update" field list. Select the numeric ticket field that stores seconds for each update. Choose the per-update value, not a ticket-wide time total. Field names and IDs can vary between Zendesk accounts.
    Choose the numeric per-update field that records seconds, then save it to start future capture.
  4. Select Save Field. Confirm the Time Tracking status changes to Capturing.
    Important: Capture is future-only

    Zendesk Time Tracking entries begin after the field is saved and require the ticket webhook to be active. Updates from before setup are not backfilled.

Capture starts after the field is saved and applies to future ticket updates received through the active ticket webhook. Earlier updates are not backfilled. Use How To Verify Agent Activity With AHT And Comments Timelines to review captured entries in Monitoring.