How to Track Agents Who Open Tickets But Don't Work on Them in Zendesk

Written by

Abbas M

Last edited March 1, 2026

Zendesk Expert Reviewed

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.

How to Track Agents Who Open Tickets But Don't Work on Them in Zendesk

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

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Head of Support

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Zendesk Admin, Swotzy

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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.

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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 to Track Agents Who Open Tickets But Don't Work on Them in Zendesk

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