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
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.