Announcing agent time tracking outside of Zendesk

Announced on | Rollout starts | Rollout ends
July 29, 2025 | July 29, 2025 | August 11, 2025

We're excited to announce the general availability of agent time tracking outside of Zendesk. This update gives customers with the Workforce Management (WFM) or Workforce Engagement Management (WEM) add-on the ability to use the Zendesk time tracker Google Chrome extension to track agents web browsing, known as extension tracking.

Extension tracking allows Zendesk WFM general tasks to be mapped to specified URLs. When active, agent activity is tracked when they visit any URLs you specify. By mapping general tasks to URLs, you can understand how agents are working and choose how activity is recorded when agents visit one of the mapped URLs.

This announcement contains the following topics:

What is changing?

Why is Zendesk making this change?

What do I have to do?

What is changing?

You can now map websites to your general tasks in WFM. This means that you can track the time spent by your agents on tasks even when they are browsing websites outside of Zendesk. This gives you insight into how agents are spending their time.

Why is Zendesk making this change?

Admins have requested more insight into what their agents are doing. With this release, for example, when agents visit the site https://www.bbc.co.uk during their break, you might map this to the "Lunch" or "Break" general tasks.

What do I have to do?

If you're migrating from the extension tracking EAP to the GA version, you might see some duplicated URLs assigned to different general tasks in the extension tracking list. These will be indicated by an icon. You can click Review conflict to fix the conflict.

Learn more about extension tracking.