Activating and deactivating auto-tracking and task lock

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

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

With auto-tracking on, Zendesk WFM takes care of time and attendance management for most of your agents’ workflows. The first activity an agent performs automatically clocks them in and starts their day.

When task lock is active, the option to lock an activity appears in the WFM time tracker, allowing agents to lock a task in Zendesk Support and track its time.

Task lock lets agents 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. See Using task lock.

The account-level settings for auto-tracking and task lock are active and applied to new team members by default.

Deactivating auto-tracking allows agents to manually start and end their days.

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

To activate or deactivate auto-tracking and task lock for your account

1. In Zendesk WFM, hover over the admin icon () in the navigation bar, then select Account settings.
2. In the General tab under the Tracking section, select or deselect the checkbox for Turn on auto-tracking

   

3. Select or deselect the checkbox for Turn on task lock.
4. Click Save.

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