Activating and deactivating auto-tracking and task lock

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<p id="docs-hc-snippet" style="display: none;">Admins andteam members with permissioncan activate and deactivate auto-tracking and task lock in Zendesk Workforce management (WFM) at both the account andat the user level.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can activate or deactivate auto-tracking and task lock to manage agents' time and attendance. Auto-tracking starts an agent's day with their first activity, while task lock lets agents track time on a single ticket even when viewing others. Account settings apply by default but user settings override them. Deactivating auto-tracking lets agents manually start and end their workday.</p>
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<p class="p" dir="ltr">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">team members with permission</a> can activate and
deactivate auto-tracking and task lock in Zendesk Workforce management (WFM) at both the
account and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730" target="_blank">at the user level</a>. </p>
<p class="p" dir="ltr"> With auto-tracking on, Zendesk WFM takes care of time and attendance management
for most of your agents’ workflows. The first activity an agent performs automatically clocks
them in and starts their day.</p>
<p class="p" dir="ltr">When task lock is active, the option to lock an activity appears in the WFM time
tracker, allowing agents to lock a task in Zendesk Support and track its time. </p>
<p class="p" dir="ltr">Task lock lets agents remain clocked into a single ticket or task while opening
other tickets. This is helpful when an agent needs to research past tickets while continuing
to track the time for a ticket they're working on. See <a class="xref" href="https://support.tymeshift.com/hc/en-us/articles/21705181199507" target="_blank">Using task lock</a>.</p>
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<span class="attentiontitle"></span> When you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status synchronization for Zendesk WFM</a>, task lock
isn't required because when an agent isn’t actively working on a ticket, their tracked
activity is represented by their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">unified agent status</a>. The status remains active unless the agent
changes it manually or starts working on a ticket.</div>
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<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329207834" target="_blank">account-level settings</a> for auto-tracking and task lock are active
and applied to new team members by default.</p>
<div class="note note">
<span class="notetitle">Note:</span> User settings take precedence over account settings. When you edit your account-level
auto-tracking or task lock setting, the change does not apply to team members who have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730" target="_blank">auto-tracking or task lock set on a user level</a> already. </div>
<p class="p" dir="ltr"> Deactivating auto-tracking allows agents to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">manually start and end their days</a>. </p>
<p class="p"><strong class="ph b">To activate or deactivate auto-tracking and task lock for your account</strong></p>
<ol class="ol" id="topic-1__ol_bdq_cgs_tbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic-1__d8e260" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Account settings</strong>.</span></li>
<li class="li">In the General tab under the Tracking section, select or deselect <strong class="ph b">Turn on
auto-tracking</strong><p class="p"><img class="image" id="topic-1__image_b2b_ztt_pdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_account_settings_general.png" width="800"></p>
</li>
<li class="li">Select or deselect <strong class="ph b">Turn on task lock</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
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<div class="note attention">
<span class="attentiontitle"></span> Admins can view when agents lock a task from the Agent activity page. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970#topic_ub5_whd_tzb" target="_blank">Monitoring an agent's activity</a>.</div>
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