Using task lock




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Add-on

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






Verified AI summary ◀▼
Task lock lets you stay clocked into a single ticket or task while researching others, helping you track time accurately. To use it, select an activity in the WFM time tracker and lock it. Remember to unlock it when you're done to ensure proper time tracking. Note that admin-configured rules, like automations, can override task lock.


As an agent, task lock allows you to remain clocked into a single ticket or task
while opening other tickets. This is helpful when you need to research past tickets while
continuing to track the time for a ticket you're working on.

Note: Admin-configured rules like automations will override the task lock mechanism.
You can use task lock from the WFM time tracker in Zendesk.
To use task lock

In Support, click the Zendesk Workforce Management icon
( ) in the top right to access the time tracker.
Select an activity to clock into, then click Lock this activity.

When you’re finished, remember to unlock the activity so your time can be properly
tracked.



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