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Description
Real-time per-ticket timer for Zendesk agents. Active + wall-clock metrics, color alerts, and daily CSOPS reporting. CSOPS Ticket Timer is an internal productivity tool for Trivelta customer-support agents working in Zendesk. It places a small floating timer in the Zendesk agent workspace that automatically measures how long each ticket takes — no manual start/stop needed. TWO TIMERS PER TICKET • ACTIVE — focused time on the ticket. Pauses automatically when you switch to another ticket or hide the tab. • WALL-CLOCK — total elapsed time from the moment you first open the ticket until it's submitted as solved or closed. COLOR-CODED ALERTS • Green: under 3 minutes (on target) • Amber: 3–4 minutes (heads up) • Red: 4 minutes or more (over the SLA target), with a clear pulsing alert AUTOMATIC REPORTING Every completed ticket is recorded with its real Zendesk status (Open, Pending, Solved, Closed, or any custom status such as "Waiting for Customer Reply") and sent to the internal CSOPS dashboard, where supervisors can review per-agent daily breakdowns, averages, P90 metrics, and a ticket-by-ticket drill-down. DESIGNED FOR SPEED • Zero clicks to start — timing begins the moment a ticket opens. • Draggable badge, remembers its position. • Automatic light/dark theme to match Zendesk. • Works offline — records are queued locally and retried until they reach the dashboard. This is a private internal tool for authorized Trivelta agents on rebet-support.zendesk.com. It does not collect ticket content or customer data. See the privacy policy for details.