Meterwell setup guide

Meterwell sends the time your agents track in Zendesk to Harvest, Toggl Track or Clockify, mapped to the right client, project and task. This page is published at https://greatwork.company/apps/meterwell/docs.

How it works

1. Agents track time on tickets with Zendesk's Time Tracking app, as they do today. On plans without it (Support Team, Suite Team), they add time in the Meterwell sidebar instead.
2. Meterwell reads the time each agent submitted on the ticket and groups it into one entry per agent and day.
3. When an agent solves the ticket (or saves it, or clicks Send, as your admin chooses), Meterwell sends those entries to your tool with the ticket number, a link back, and the subject if allowed.
4. The ticket's Meterwell sidebar lists what was sent. Agents can edit or delete entries there until your tool locks them.

Where time goes

• Project: the project chosen for this ticket in the sidebar; otherwise the organization's project (set in the organization sidebar by an admin); otherwise the Default project setting. With none of these, the time waits under "To send" and the sidebar asks for a project.
• Task: the task chosen for the ticket; otherwise the first matching task rule (type:, group:, form:, tag:); otherwise the task in the organization's mapping; otherwise the default task rule. Harvest needs a task on every entry; Toggl Track and Clockify don't.
• Billable: the first matching billable rule (tag:, type:, org:, group:, priority:), otherwise the default rule, otherwise billable. Toggl Track and Clockify set the flag on the entry. Harvest takes billable from the task, so a non-billable result switches to the task in your nonbillable = <task id> rule.
• Who: each agent's own user in your tool when the token can post for teammates (a Harvest Administrator or Manager allowed to edit teammates' time, a Clockify workspace admin), matched by email or the User mapping setting. Otherwise, and always with Toggl Track, entries are made as the token's user with "(for Agent Name)" in the notes.
• Date: the day the agent submitted the time, in the time zone of the agent who sends it.
• Rounding: set Round up to (minutes) to 6 or 15 to bill in those steps. 0 sends exact time.

Choosing a token

• Harvest: a personal access token from Harvest ID > Developers, plus the Account ID shown with it. For per-agent timesheets use an Administrator, or a Manager who may edit teammates' time, and assign every agent to the client projects in Harvest.
• Toggl Track: your API token from Profile settings. Toggl Track only accepts it as Basic auth, so paste it into the encoder in the Meterwell sidebar (admins see it under Admin) and copy the value it shows into the "Toggl Track API token (encoded)" setting. Many teams use a dedicated billing login for this. Toggl limits API calls per user per hour (30 on Free, 240 on Starter, 600 on Premium), so Meterwell reads Toggl only when it sends or when you ask.
• Clockify: an API key from Preferences > Advanced, the workspace id, and your data region. A workspace admin's key posts on each agent's timesheet. Workspaces on a subdomain need a key made for that workspace.

Mapping organizations to projects

Open an organization in Zendesk. In the Meterwell organization sidebar, click Choose a project, pick the client's project (and optionally a task) from your tool's live list, and save. Only admins can change it. The mapping is stored in Meterwell's organization field.

In the ticket

• Goes to: the project, task and billable decision for this ticket, and why. Use another project for this ticket overrides it for this ticket only.
• To send: time from Time Tracking not in your tool yet, one line per agent and day. Send now sends it all after a confirmation. Don't send keeps a line out of your tool (you can send it later from the list below).
• Corrections: when an agent takes time off in Time Tracking after it was sent, Apply to the entry takes it off their newest entry on the ticket.
• Add time by hand: type a duration (25, 1h 30m, 1:30) or use the stopwatch, add a note, review and send. The stopwatch only runs while the ticket stays open.
• Sent to your tool: each entry with its time, date, agent, project and billable status. Edit changes time, notes and (Toggl Track, Clockify) billable; Delete removes it from your tool. Locked entries are read-only. With Toggl Track, click Show live from Toggl Track to read entries.

Never twice

Every entry carries a short marker like [mw:mw1x2y3z] at the end of its notes. Before sending, Meterwell checks your tool for it; after a lost answer it checks again instead of resending, and if it can't tell, the time shows as Not confirmed until someone clicks Check again. Keep the marker when you edit notes in your tool.

What it doesn't do

• No background sync: Meterwell has no server, so time goes out from an open ticket only.
• No bulk export or backfill of past tickets.
• It doesn't change Zendesk's Time Tracking data.

Troubleshooting

Questions: hello@greatwork.company, a person replies within one business day.