A very common requirement with Customer Support teams is the ability to track time spent against Cases.

This can help in understanding:

  • Which type of Cases are consuming the most time?
  • Do we need to hire or scale down?
  • How much to bill customer for support?

Now we can easily track time spent by Support agents on Cases using Zap Case Time Entry App!

There are multiple approaches available: You can track time spent on Cases using:

Approach 1: Using Timer available in Case form
Approach 2: Manually using Time-Entry form
Approach 3: From “Global Time Entry” Panel

Let’s discuss these in details!

Approach 1: Using Timer available in Case form

You can start the timer from Case form. This automatically creates a time-entry record in background… with status as “Running”. If you need to add details regarding this time-entry… click on the edit icon… which will open the time-entry form.

When you stop the timer… the status of this time-entry record will change from “Running” to “Open”.

Approach 2A: Manually using pop-up Time-Entry form

Clicking on “+” button from “Timer” available in Case form will open the “Time-entry” form (as shown in screenshot below):

This form is configurable… and admin can easily add new custom fields or remove fields as per your business requirement.

Approach 2B: Manually using Inline Time-Entry form

Clicking on “Form+” button from “Timer” available in Case form will open the Inline “Time-entry” form (as shown in screenshot below):

Approach 3: From “Global Time Entry” Panel

Clicking on the “Time-Entry” button in ribbon will open the “Global Time-Entry Panel”. Here you can start a new timer or even open the “Time-Entry” form…to add new time-entry manually!

Please note that all the above 3 approaches are also supported from Dynamics 365 Mobile App!

Below are some useful links that will help you get started with Zap Case Time Tracker App:

Features Page: https://zapobjects.com/apps/zap-case-time-entry/

Knowledge Base: https://support.zapobjects.com/

Zap Recent Updates (Mar 2022)

1. New App  Released: Zap Case Time Entry App: Track and log time spent by support agents on cases directly from Case form (either using built in Timer functionality or manually add Start & End Times or duration)!

2. New Version Released: Zap Helpdesk App (v44.1.1.9) :A super major version of Zap Helpdesk has now been released. Some of the new features are: Case History, Email Reply – with ability to include full email and portal history in all new responses to customer, dedicated notifications module with all standard set of notifications built-in, Email Commands, and many more!

3. New Version Released: Zap Report Scheduler App (v 32.1.1.9):
1. When scheduling Excel or Word Template…user can now select even “Shared” personal excel template and “Shared” personal View
2. Automatic Retry for Report Generation using “Schedule Report” option: If due to any reason (eg report server busy), report generation fails… then we provide the option to retry report execution again after 1 minute… and then again if it fails then after 10 minutes. This retry mechanism would guarantee 99.99% delivery.