Announced on | Rollout on |
February 3, 2025 | February 3, 2025 |
Zendesk Workforce Management (WFM) is introducing a new setting that allows you to turn automatic tracking on or off.
This announcement includes the following topics:
What is changing?
Tracking in Zendesk WFM works automatically by default. With this update, managers can configure which users can track their activity manually. Agents with this setting turned off will have granular control over when they start logging time on their activities.
In both the WFM Account settings and the User management pages, you will find a new setting labeled "Turn on auto-tracking". Keep this turned on for the default tracking experience, or turn it off to allow the agent to manually start and stop their activity tracking.
Why is Zendesk making this change?
We recognize that different teams have unique needs. For use cases where flexibility is essential, manual tracking will help reduce activity logs that may not accurately reflect what agents are working on.
What do I need to do?
No action is required. To learn more, see Activating and deactivating auto-tracking and task lock.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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