From the Agent Permissions page, you can activate Task lock for individual agents.
Task lock allows agents to remain clocked in to 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.
When you activate task lock for an agent, the agent can lock a task from the Tymeshift App in your Zendesk account. Admins can view when agents lock a task from the Agent activity page. See Understanding agent activity to learn more.
When you activate task lock for an agent, a lock icon is added to the Zendesk App which the agent can use to lock themselves to an activity and track time for it.
To activate task lock for an agent
- Hover over the settings icon, then select Agent Permissions.
- Search for an agent or scroll down and select an agent from the list.
The agent's Permissions page opens.
- In the Automated Tracking section, select the check box for Task lock.
- Optionally, enter a time limit in minutes.
If an agent surpasses the time limit, then the task lock automatically ends and the agent's next activity starts to track.
Any changes you make to the agent's task lock setting are automatically saved.