How to Track Agents Who Open Tickets But Don't Work on Them in Zendesk
Abbas M
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12 minutes
Discover proven methods to identify Zendesk agents who view tickets without taking action. Learn about Time Tracking, WFM, Access Logs, and Play Mode analytics to optimize team performance.
| Solution | Pricing | Setup Difficulty | Accuracy | Best For |
|---|---|---|---|---|
| Time Tracking App | Free (included with Zendesk) | Easy | Medium | Basic time monitoring |
| ADPP Access Log | Add-on (Enterprise plan + ADPP add-on required) | Medium | High | Comprehensive audit trails |
| Zendesk WFM | Add-on (pricing varies, contact Zendesk sales) | Medium | High | Advanced workforce management |
| Play Mode Tracking | Free (included with Team+ plans) | Easy | Medium | Teams using structured workflows |
| Incremental Events API | Free (requires developer time) | Hard | Medium-High | Custom development teams |