Salesforce Cases are extremely important to your customers because they help them get their issues with your product or services resolved. Today, customers demand personalised service through their journey with their vendors. And often, it is customer service and case management that sets a company apart from its competitors. So it is critical for businesses to handle cases seamlessly to build an excellent customer service reputation.

Using Salesforce Case Tracking is a great way for you to manage your customer issues and provide them with great service. Case Management helps you leverage your support services and improve your customers’ experience as they engage with your business. Salesforce case time tracking is a key metric that your business can use to ensure higher customer satisfaction and more efficient operations. 

If you are a technology company, then handling customer service Cases may be more complex than in other industries. In addition to multiple levels of Customer Support agents spending time on a specific customer case, you may also require your Professional Services Team or an Installation team to check on specific changes that they may have made during the installation process. You may need your software development team to spend time on the Case. And neither your Professional Services team nor your development team may be using Salesforce. As a Customer Services Manager, how do you get a complete and accurate view of the total time spent on a Case? 

With the TimeTracker for Salesforce, we give you simple ways for your teams to track time directly to Salesforce Cases. If your software development team uses Atlassian’s Jira for issue tracking and management, then we have a simple way to integrate Salesforce Cases and Jira issues. We give your PSA team a simple web-based application to track any time spent directly to Cases. And for your Customer Service agents working inside Salesforce, we have Automatic Timers that work both on Cases and on the Lightning Case Console. So let’s look at how each of these work. 

1. Tracking Support Agent Time 

Your Support Agents are busy people with calls, chats emails coming in all the time. So you want an easy way for their time to be tracked. With our easy to add Automatic Time Tracking Lightning components, your support agents don’t even have to think about Starting / Stopping timers. With the Automatic Timer configured on your Case View page, every second of the time that an agent spends on a Case record is automatically tracked. Nothing to click, nothing to update. Your Support Agents continue to work within the Salesforce Case as they would normally. All of their time is automatically tracked to the Case. And the Lightning components work, whether your agents open individual Cases or use the Salesforce Case Console. Our Automatic Timer works across multiple tabs, allowing your Support Agents to work on multiple Cases at the same time. You can easily configure whether the time for each Case should be tracked simultaneously or not.

2. Tracking PSA / Installation Team Time 

If your PSA or Installation teams need to get involved on the Case, then our simple web application allows them to track the time that they spend on a specific Case. The time that they record on the TimeTracker Web app is automatically passed through to Salesforce and logged against the Case. So now you have the additional time spent by your PSA / Installation time in Salesforce too and logged right to the Case that they worked on. Your users can track their time as they work on the Case as in the attached screenshot here. They can also track the time that they spent on multiple Cases on a simple multi-line screen.

3. Tracking Development Team Time

And now to your development team. If they are already tracking their work times within Jira Worklogs, then the TimeTracker for Salesforce has a simple webhook that automatically pulls those Worklogs into Salesforce. By integrating Salesforce Cases and Jira Issues, you can create a seamless workflow for issue resolution. When a customer support representative identifies a bug or a technical issue reported by a customer in Salesforce Cases, they can create a corresponding Jira Issue directly from the case. This integration enables a smooth handoff between support and development teams, ensuring that issues are tracked, prioritized, and resolved efficiently. Since the Salesforce Cases are now directly created as Jira issues, the time spent on those Jira issues can now be pulled back into the Salesforce Case. Our webhook can be scheduled to pull Worklogs from Jira at a frequency that you want.

Conclusion

Now with the time spent by your Support Agents, your PSA team and your development team all in one single repository in Salesforce, your reporting and analysis on Case handle times becomes a cinch.Whether you want to monitor the status of a specific customer Case or measure how quickly cases are being resolved, you can now do that with all the tools that Salesforce Reporting gives you. You can use the Case data to identify trends in customer cases and prioritize the Cases based on urgency.

With our Case reporting, you can now figure out how long it takes for each stage of the process from Case Initiation to Resolution. You can also analyze time spent on different types of Cases. You can then use this data to pinpoint areas of improvement to reduce response times and improve customer satisfaction. So now you have everything within Salesforce to track Case times and resolutions so you can better understand your customers’ requirements and  optimize your operations for maximum efficiency.

You can read how MercuryGate International the leading transportation management software provider was able to plug revenue leakages for paid Support Cases with the TimeTracker for Salesforce.

Photo by Patrick Tomasso on Unsplash