Activating task lock

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Task lock enables agents to remain clocked into a single ticket or task while opening other tickets. This is helpful when an agent needs to research past tickets while continuing to track the time for a ticket they're working on.

Admins and team members with permission can activate and deactivate task lock in Zendesk Workforce management (WFM) at the account and at the user level.

When you activate task lock, the option to lock an activity is added to the WFM time tracker so agents can lock a task in Zendesk Support and track its time. See Using task lock.

Note that the task lock account-level setting is active and applied to new team members by default.

To activate or deactivate task lock for your account

1. In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select Account settings.
2. In the tracking section, select the checkbox for Allow task lock.

   

3. Click Save.

Note: User settings take precedence over account settings. When you edit your account-level task lock setting, the change does not apply to team members who have task lock set on a user level already.

To activate or deactivate task lock for specific users see Editing WFM team member profiles.

Admins can view when agents lock a task from the Agent activity page. See Monitoring an agent's activity to learn more.