# How To Configure Zendesk Time Tracking For AHT

## 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](/help/articles/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](/help/articles/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.
4. Select **Save Field**. Confirm the Time Tracking status changes to **Capturing**.

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](/help/articles/verify-agent-activity-with-aht-and-comments/) to review captured entries in Monitoring.

> Canonical page: https://zenops.cx/help/articles/configure-zendesk-time-tracking-for-aht/
> Audience: For administrators
> Summary: Select the numeric per-update Zendesk Time Tracking field used to capture agent handling time.

## Notes on this article

### Important: Capture is future-only

After step 4 in resolution. 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.

## Visual references

- Choose the numeric per-update field that records seconds, then save it to start future capture.: [Zendesk integration Time Tracking settings showing the Time spent last update numeric field selected, the Save Field control, and the Capturing status.](https://zenops.cx/help/assets/zendesk-time-tracking-field.png)