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How Do You Track Zendesk Agents Who Open Tickets but Don't Work on Them? (2026)

Written by

Abbas

Reviewed by

Ankeet Guha

Published February 2, 2026

Updated September 24, 2026

Zendesk's access log records which tickets each agent opened over the last 90 days, but it needs Suite Enterprise plus the ADPP add-on. Guided mode, the Time Tracking app, Zendesk WFM and the Incremental Events API fill the gaps at different plan levels.

Key takeaways

Zendesk's access log shows which tickets an agent viewed over the last 90 days and requires Suite Enterprise plus the Advanced Data Privacy and Protection add-on.
Zendesk Guided mode records the tickets agents skip and the reasons they give, and it is available on Enterprise plans only.
The Zendesk Time Tracking app measures time spent per ticket and runs on Suite Growth or higher, or Support Professional or higher.
The Zendesk Incremental Events API exports ticket update events at no extra cost but needs developer time to turn into a views-without-action report.

How Do You Track Zendesk Agents Who Open Tickets but Don't Work on Them? (2026)

Zendesk's access log (ADPP add-on, Suite Enterprise) shows which tickets an agent opened over the last 90 days; compare it with ticket updates to spot views without action.

Method	Plan needed	Setup	What it shows
Access log	Suite Enterprise + ADPP add-on	Medium	Tickets viewed, 90 days
Guided mode	Enterprise	Easy	Skipped tickets and reasons
Time Tracking app	Suite Growth+, Support Professional+	Easy	Time per ticket
Zendesk WFM	Paid add-on	Medium	Agent activity
Incremental Events API	No extra cost	Hard	Update events

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We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.

Alexander Wedén

Head of Support

Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.

Cathleen Wright

Zendesk Admin, Cortex IO

So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.

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Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!

Dave G

Head of Support, Cyber Power Systems

Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.

Pauli Juel

Head of CS, Dokument24

Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.

Lana T

Zendesk Admin, Swotzy

Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.

Mischa Wolf

Head of Support, Topi

We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.

Paula G

Head of Customer Support, Xly Studio

The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.

Kilian Leister

Support Head, Didriksons

The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!

Daniela Costa

Head of Support, Seabra

Marius F

Support Head, Zentana

We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.

Alexander Wedén

Head of Support

Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.

Cathleen Wright

Zendesk Admin, Cortex IO

Jae Oliver

Head of Support, Wise

Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.

Harry Jackson

Head of Support, Crumb

The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!

Daniela Costa

Head of Support, Seabra

Marius F

Support Head, Zentana

We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.

Alexander Wedén

Head of Support

Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.

Cathleen Wright

Zendesk Admin, Cortex IO

Jae Oliver

Head of Support, Wise

Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.

Harry Jackson

Head of Support, Crumb

Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!

Dave G

Head of Support, Cyber Power Systems

Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.

Pauli Juel

Head of CS, Dokument24

Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.

Lana T

Zendesk Admin, Swotzy

Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.

Mischa Wolf

Head of Support, Topi

We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.

Paula G

Head of Customer Support, Xly Studio

The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.

Kilian Leister

Support Head, Didriksons

Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!

Dave G

Head of Support, Cyber Power Systems

Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.

Pauli Juel

Head of CS, Dokument24

Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.

Lana T

Zendesk Admin, Swotzy

Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.

Mischa Wolf

Head of Support, Topi

We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.

Paula G

Head of Customer Support, Xly Studio

The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.

Kilian Leister

Support Head, Didriksons

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How Do You Track Zendesk Agents Who Open Tickets but Don't Work on Them? (2026)

Key takeaways

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