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Tiago Magalhaes
Joined Mar 05, 2024
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Last activity Feb 13, 2025
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Latest activity by Tiago Magalhaes
Tiago Magalhaes commented,
This is a great feature request and one that makes perfect sense. I've added it to our backlog. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your time!
View comment · Posted Feb 13, 2025 · Tiago Magalhaes
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Tiago Magalhaes commented,
Hey Zach Gilbert I'm on it! Just replied to the ticket.
View comment · Posted Feb 03, 2025 · Tiago Magalhaes
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Tiago Magalhaes created an article,
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.
Edited Feb 03, 2025 · Tiago Magalhaes
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Tiago Magalhaes commented,
Hi Moises
Thanks for reaching out! If I understood your question correctly, then the answer is: yes, agents that belong to teams that do not have access to that General Task (due to the scoping settings in each General Task) will still have activity from the extension for that General Task if it has been mapped to a URL. This is expected with the current implementation of this feature.
The reasons behind this logic are two-fold:
- the scoping of General Tasks to specific teams defines which General Tasks are included or excluded for the agents to manually select in the General Task dropdown int he WFM app frame inside Support. This works as a way to define which Tasks agents can manually select and set themselves to;
- the extension that maps activity outside of Zendesk to General Tasks takes precedence over this - since it is a management decision to track time in those URLs, then it should be true for all agents in the project so that reporting reflects time spent on those activities.
Hope this helps - let me know if you have any additional questions.
View comment · Posted Nov 14, 2024 · Tiago Magalhaes
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Tiago Magalhaes commented,
Appreciate that! That's a good place to start. I've kickstarted an investigation into this on our end, but I'll probably need some additional details from you as well. Opening a ticket so we can keep track of everything there now.
View comment · Posted Oct 08, 2024 · Tiago Magalhaes
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Tiago Magalhaes commented,
Hi Aaron Doane - thanks for reporting this in!
Sorry to hear your agents have been experiencing this. I do have an initial probing question: when your agents clear the cookies are they clearing everything with the timeframe set to “All time” (or equivalent)?
So far, everything we've seen related to this particular screen is directly tied to the Zendesk session cookies - either sessions across multiple domains, or duplicates, or outdated cookies like you mentioned. I'm also looking at our recent releases related to the extension I don't see anything that would directly lead to this behavior - I'll keep pulling that thread though.
I would certainly like to chase this one with your help, if you're available to do so.
Thank you!
View comment · Posted Oct 07, 2024 · Tiago Magalhaes
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Tiago Magalhaes commented,
Hi Zach - Thanks for reaching out!
We are currently working on a feature that should suit the case you're describing - Managers would be able to create “floating” schedules with no one assigned to work them, and agents would be able to request to take them. Still working on that but coming soon!
View comment · Posted Oct 01, 2024 · Tiago Magalhaes
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Tiago Magalhaes commented,
Hi there! Thanks for reporting this in.
With the current version of the extension, that message would only be displayed in case the Zendesk session cookies were outdated or corrupted for some reason. Clearing all cookies from the browser entirely should help the other agent. If that doesn't help please let me know - I'll open a ticket and we can troubleshoot that together.
Appreciate you taking the time to reach out here!
View comment · Posted Sep 20, 2024 · Tiago Magalhaes
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Tiago Magalhaes commented,
Hi John Solorzano - that behavior you are describing seems to indicate something more than just the extension might be at play here. I'll be happy to troubleshoot this with you. I'll open a ticket so we can chase this down. Thanks!
View comment · Posted Sep 02, 2024 · Tiago Magalhaes
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Tiago Magalhaes created an article,
Announced on | Rollout on |
August 20, 2024 | August 20, 2024 |
Zendesk Workforce management (WFM) is enhancing the General tasks configuration page by allowing admins to automatically sync general tasks with specific talk statuses.
This announcement includes the following topics:
What is changing?
Admins can now automatically sync general tasks with specific talk statuses. When agents clock in to a general task from the WFM app in the top navigation bar in Zendesk Support it now also automatically sets their Talk availability status, as defined by the admin for that general task. See Setting up WFM general tasks.
Why is Zendesk WFM making this change?
Legacy Tymeshift V1 and the WFM add-on have significant differences. See Migrating to the Zendesk Workforce management (WFM) add-on. The WFM add-on provides an improved experience for admins and agents through its faster, more stable platform. There are new capabilities available and additional improvements made regularly. In order to bring the two versions to parity, Zendesk WFM is enhancing the General tasks configuration page for customers on the WFM add-on.
What do I need to do?
No action is required. To learn more see Setting up WFM general tasks.
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.
Edited Aug 20, 2024 · Tiago Magalhaes
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