Jennifer Bebb

I also agree with the last few comments. The “start tracking” message is not appealing and could be perceived in a negative light. Having our folks need to do this every day is not ideal. One of the reasons we chose WFM with Zendesk was that it requires minimal effort from our teams beyond the initial setup. 

I opened a ticket for this and was redirected here. We have the URL tracking set up, and it appears to be working well, which is great. However, my team raised concerns about security. We seek to understand better how the key-logging aspect of the extension works and ensure that it only tracks the URLs we assign. 

We also need to understand if this captures exactly what the team does (types) or only tracks the time spent on that URL.