Starting and ending your day in the Zendesk WFM time tracker




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






Verified AI summary ◀▼
Start and end your workday using the WFM time tracker. If auto-tracking is off, manually track your activities to ensure accurate time management. Begin your day by clocking into tasks, track activities like tickets or breaks, and end your day to avoid untracked time. Use the time tracker to manage your work efficiently and provide valuable data for reporting.


Depending on your account settings, your day may start automatically when you begin
working, or you may need to start it manually.
If auto-tracking is activated for you, then Zendesk WFM
takes care of time and attendance management for most of your workflows. When you begin
working on a ticket, chat, or call, your day automatically starts and you're clocked in.
However, if your day starts with a general task, for example a meeting, then you must
manually start your day in the Zendesk WFM time tracker by clocking into the task.
If auto-tracking has been deactivated for you then, you must manually start and end
your day and track your activities in the Zendesk WFM time tracker. In this case, moving
between tabs and views in Zendesk Support will not automatically trigger a new activity event.
This article contains the following topics:

Starting your day
Tracking your activity
Ending your day

Related articles

Accessing agent schedule



Starting your day

Manually start your day if your schedule begins with non-ticketing work, such as
a meeting, or if auto-tracking has been deactivated for you. If your
day begins with ticketing work and auto-tracking is activated, you do not need to clock in.
Zendesk WFM automatically starts tracking your time as soon as you begin working on a
ticket.
When transitioning from ticketing to a general task, such as a break or a team
meeting, clock into the general task from the time tracker. Your input helps inform your
managers’ data and reporting, ensuring they have a complete view of how your time is
spent.
To manually start your day

In Support, click the Zendesk Workforce Management icon
( ) in the top right to access the time tracker.
Select a general task from the menu, or click Start day if your task is not
listed.





Tracking your activity

Zendesk WFM uses three main activity types to record and track activities in a timeline:


Ticket activity: Time spent on a ticket page.

Untracked: Time spent on any non-ticket page.

General tasks: Time spent on general tasks. These
are the custom WFM activities that you can create and that can be used manually by your
agents or by WFM automations. Examples include breaks, lunch
times, meetings, or any other tasks you create for your teams.

When auto-tracking is activated, moving between tabs and
views in Zendesk Support automatically triggers a new activity event and you don’t need to
manually track your activity.
For example, if you open ticket #3 in tab 1, ticket #4 in tab 2, and an untracked
page such as a customer's page in tab 3, the system tracks you as
working on those tickets whenever you open tab 1 or tab 2, or as untracked when you access
tab 3. It depends on which tab you have in focus at any given time.
I you're viewing a customer's page on your tab 3 and select a general task such
as “Break” using the WFM time tracker, your activity is now tracked as "Break".
If task lock is also activated, you can remain clocked

into a single ticket or task while opening other tickets.
Using task lock also prevents new activities from starting automatically. This
means that if you select the task "Break" to start counting time on the break activity and
then open ticket #4, your activity does not change and remains locked in "Break".
If an admin has deactivated auto-tracking, you must track your activities
manually using the WFM time tracker.
To manually track your activity

In Support, click the Zendesk Workforce Management icon
( ) in the top right to access the time tracker.
Select a general task from the menu, or click Start day if your task is
not listed.
When moving between tickets, you can manually select to start tracking a
specific ticket by using the Track this ticket button.


When your activity is either a general task or a ticket, you will see the option
to stop tracking right below the activity name. Clicking this will change your activity
status to Untracked.



Ending your day

It's important to end your day to prevent untracked time from being recorded at
the end of your shift. Closing or logging out of Zendesk doesn't clock you out or
end your day.
To end your day

In Support, click the Zendesk Workforce Management icon
( ) in the top right to access the time tracker.
Click End day.


Admins can also end your day by using automations.



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