Guide

Track time on Zendesk tickets

Stop manually copying ticket numbers into a separate time tracker. The Latinum Zendesk sidebar app lets your team start timers directly from the ticket view — with ticket ID, subject, and organization auto-captured.

1

Why track time from Zendesk?

If you're an MSP, IT service team, or support operation that bills clients for time on tickets, you're probably doing this:

The manual workflow (painful):

  1. Open a ticket in Zendesk
  2. Do the work
  3. Open a separate time tracker (Harvest, Toggl, Clockify, spreadsheet)
  4. Manually type in the ticket number, subject, and client name
  5. Enter the duration
  6. Go back to Zendesk for the next ticket
  7. Repeat 20+ times per day

This is slow, error-prone, and your technicians will skip it. The Latinum sidebar app eliminates steps 3-5.

2

Install the Latinum sidebar app

The Latinum sidebar app installs into your Zendesk instance and appears in the ticket sidebar panel.

Installation steps:

  1. In Zendesk, go to Admin Center → Apps → Marketplace
  2. Search for "Latinum"
  3. Click Install
  4. Configure with your Latinum tenant URL and API key
  5. The Latinum panel appears in the ticket sidebar

You'll need: A Latinum account (sign up at app.mylatinum.com) and an API key (Settings → API in the Latinum app).

3

Start tracking time from a ticket

When you're viewing a ticket in Zendesk, the Latinum sidebar shows a timer button. Here's how it works:

The automated workflow (fast):

  1. Open a ticket in Zendesk
  2. Click "Start timer" in the Latinum sidebar
  3. The ticket ID, subject, and organization are automatically captured
  4. Do the work — the timer runs in the background
  5. Click "Stop" when done
  6. Add a note if needed, confirm the project, and save

The time entry syncs to Latinum in real time. You can see it on your timesheet, invoice it to the client, and track it against project budgets — all without leaving Zendesk.

4

What gets captured automatically

The sidebar app auto-populates the following fields on each time entry:

  • Ticket ID — e.g., "ZD-1042" (stored in the ticket_id field)
  • Ticket subject — the ticket's title (stored in ticket_subject)
  • Organization — the Zendesk organization name (stored in organization)
  • Project — mapped from the organization to a Latinum project (configurable)

Your technicians don't need to type anything. They click start, do the work, click stop. The time entry is ready to bill.

5

Turn ticket time into invoices

At the end of the billing period, all your Zendesk-tracked time is in Latinum, ready to invoice:

Invoicing workflow:

  1. Go to Invoices → New Invoice in Latinum
  2. Select the client
  3. Click "Import time entries" — all uninvoiced billable hours appear
  4. Select the entries to include (each shows the ticket ID and subject)
  5. Apply GST/PST taxes
  6. Send the invoice — client gets a hosted link and can pay online

The ticket ID and subject appear on the invoice line items, so your client can see exactly which tickets they're being billed for. No more "what's this charge for?" questions.

6

Compare to alternatives

How other tools handle Zendesk time tracking:

  • Harvest: No native Zendesk integration. Users manually copy ticket info.
  • Toggl Track: No Zendesk integration. Browser extension can track time but doesn't capture ticket data.
  • Clockify: No Zendesk integration. Manual entry required.
  • ConnectWise PSA: Has Zendesk integration, but it's a full enterprise PSA — expensive and complex for small teams.
  • Latinum: Native Zendesk sidebar app. Auto-captures ticket data. Built for MSPs. Affordable.

Ready to track time from Zendesk?

Sign up for Latinum, install the sidebar app, and your team will be tracking ticket time in minutes.

Get started — 14-day free trial