Track time on Zendesk tickets with Helport Remote

Zendesk helps teams deliver faster, more organized customer support. By integrating it with Helport Remote, you can automatically see how much time employees spend on Zendesk tickets—without relying on manual timers or spreadsheets.
For any date range, Helport Remote will show you:
● Total time spent on Zendesk tickets across your company.
● Individual breakdowns of how much time each agent spends on tickets versus other tasks.
● Real-time activity data, so you always know what each employee is working on.
This visibility empowers managers to identify bottlenecks, forecast staffing needs, and optimize processes. Companies using Helport Remote typically reduce time-tracking errors by 90% and improve support team productivity by up to 25%.

Automatic Ticket-Level Tracking in Zendesk

Getting started takes just a few minutes. Employees install the lightweight Helport Remote desktop app (available for Windows, Mac, and Linux), and once connected, all Zendesk tickets are tracked automatically in the background. No need to click start/stop timers—time is logged as agents work on their assigned tickets.
All data syncs instantly to the Helport Remote dashboard, where managers can view:
● Time spent per ticket, agent, or team.
● Daily, weekly, or monthly reports that highlight workload and efficiency.
● Trends in support performance to forecast staffing and improve SLAs.
By eliminating manual tracking, Helport Remote helps support teams save 5–10 hours a week in admin work and ensures ticket times are measured with 100% accuracy.

Full Visibility Into Zendesk Agent Workflows

With Helport Remote, you get more than just ticket-level tracking in Zendesk. The platform also shows which websites and applications agents use during their workday, helping managers spot distractions and confirm that time is being spent on support-related tasks.
For distributed or outsourced support teams, Helport Remote offers optional monitoring features, including periodic screenshots or full screen recordings. Screenshots can be expanded from thumbnails to full size, with keyboard and mouse activity levels displayed underneath for added context.
These insights provide an extra layer of accountability without micromanaging. On average, companies using Helport Remote reduce time-wasting activity by up to 15% and cut manual reporting errors by 90%, giving both managers and employees confidence in their performance data.

See Zendesk Ticket Progress With Screen Recording

With Helport Remote, managers can enable screenshots or full screen recordings while agents work on Zendesk tickets. This feature is fully customizable—intervals can be set to your preference, or disabled entirely if not needed.
For remote and outsourced support teams, screenshots provide a practical way to see ticket progress when you can’t walk by someone’s desk. Thumbnail previews can be expanded into medium or full-size images, with keyboard and mouse activity levels displayed for additional context.
By combining screenshots with time tracking and productivity reports, Helport Remote gives managers the visibility they need to ensure efficient, high-quality support without disrupting workflows.