Zoho Desk Time Tracking and the Salary Privacy Issue

Hello colleagues,

Just wondering if anyone did hit the same wall?

In the Desk, when the agent-specific hourly rates are enabled (Zoho Desk → Setup → Time Tracking → Billing Preferences), these Time Entries are being displayed in the Ticket History tab. With the cost!

As a result, any Agent who has an access to the particular ticket, sees the fellow agent's time entries and their cost. It is very inconvenient, as there is no way (as far as I know it) to hide the time entry cost from the Ticket History log for all the agents who has an access to the ticket.

Zoho Desk -> Setup -> Permissions -> Profiles, and yes, there are options to limit access to the Time Entries. But this is not going to help. Hiding the Time Entry module is not the case because agents should be able to tap the Timer and record their time entry. But even if we hide the Time Entry tab at all, it won't affect the Ticket History log, which readily displays the time entries (and the cost!) of the fellow agents. A dead end.

Is there a way to resolve it somehow, or maybe that can be included into Zoho Desk Roadmap?

Thank you!

France ZUGs

Topic Participants
Dmitry Skylark
Ash | Zoho Desk

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