Editing WFM team member tracking settings

<body>
<p id="docs-hc-snippet" style="display: none;">This article describes how to edit tracking settings for team members in Zendesk Workforce management (WFM) user profiles.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_wfm">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Edit team member tracking settings to manage time and attendance. Use auto-tracking to automatically clock in agents with their first activity, or allow manual clock-ins by disabling it. Task lock keeps agents clocked into a single ticket while researching others. You can adjust these settings individually or in bulk, with changes taking precedence over account-level settings.</p>
</div>

<div class="body">

<p class="p">This article describes how to edit tracking settings for team members in Zendesk Workforce
management (WFM) user profiles. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Tracking settings apply only to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">the WFM time tracker</a> in Zendesk Support. If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">unified agent status synchronization </a>is turned on for WFM, agents
should <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114#topic_xvw_ytp_m5b" target="_blank">set their unified agent statuses</a> in the Agent
Workspace.</div>
</div>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_xp3_vgk_pdc">
<li class="li" dir="ltr"><a class="xref" href="#id_x4d_jhk_pdc">Understanding team member tracking
settings </a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_nzr_shk_pdc">Editing a team member's tracking
settings</a></li>
<li class="li"><a class="xref" href="#topic_swn_4vd_1fc">Bulk editing team members' tracking
settings</a></li>
</ul>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic-1__ul_yp3_vgk_pdc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338" target="_blank">Accessing and viewing the WFM Team members page</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10797942064282" target="_blank">Best practices for forecasting staffing needs</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="id_x4d_jhk_pdc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding team member tracking settings</h2>
<div class="body">
<p class="p">Zendesk WFM has the following agent tracking settings:</p>
<ul class="ul" id="id_x4d_jhk_pdc__ul_dtw_dzs_pdc">
<li class="li">
<strong class="ph b">Auto-tracking</strong>: With auto-tracking on, Zendesk WFM takes care of time and
attendance management for most of your agents’ workflows. The first activity that the
agent does automatically clocks them in and starts their day. This setting is activated
for everyone by default.<p class="p" dir="ltr">Deactivating auto-tracking allows agents to manually
start and end their days. Moving between tabs and views in Zendesk support no longer
automatically triggers a new activity event. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354661402" target="_blank">Starting and ending your day in the Zendesk WFM time
tracker</a>.</p>
</li>
<li class="li">
<strong class="ph b">Task lock</strong>: Allows agents to 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.zendesk.com/hc/en-us/articles/6443329257114" target="_blank">Using task lock</a>.<p class="p">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.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nzr_shk_pdc">
<h2 class="title topictitle2" id="ariaid-title3">Editing a team member's tracking settings</h2>
<div class="body">
<p class="p">Editing the tracking settings from a team member’s WFM profile applies the changes to that
team member only. If you want to manage the tracking settings of multiple team members at a
time, you can <a class="xref" href="#topic_swn_4vd_1fc">edit them in bulk</a>.</p>
<p class="p" dir="ltr">Keep in mind that editing a team member's user settings takes precedence over any
account-level settings. If you edit your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329357210" target="_blank">account-level task lock setting</a> later, the change doesn't apply to
team members who have auto-tracking and task lock set in their WFM profiles already.</p>
<p class="p"><strong class="ph b">To edit a team member’s tracking settings</strong></p>
<div class="p">
<ol class="ol" id="topic_nzr_shk_pdc__ol_h4d_v3k_pdc">
<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_nzr_shk_pdc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span></li>
<li class="li" dir="ltr">On the Team members page, click any team member to access their
settings.<p class="p"><img class="image img-screenshot" id="topic_nzr_shk_pdc__image_a4k_2jk_pdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_user_management.png" width="400"></p>
</li>
<li class="li">If you don't want to track the agent's Zendesk activity automatically, deselect the
<strong class="ph b">Turn on auto-tracking</strong> option. <p class="p">Deselecting this option allows the agent to
decide when to clock in and out.</p>
</li>
<li class="li">To allow agents to remain clocked into a single ticket or task while opening other
tickets, select <strong class="ph b">Turn on task lock</strong>, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_swn_4vd_1fc">
<h2 class="title topictitle2" id="ariaid-title4">Bulk editing team members' tracking settings</h2>
<div class="body">
<p class="p">You can edit the tracking settings of multiple team members at once from the Team members
page. When you edit team members' tracking settings, the changes in their WFM profiles take
precedence over your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329357210" target="_blank">account-level task lock setting</a>.</p>
<div class="p">
<strong class="ph b">To bulk edit team members' tracking settings</strong><ol class="ol" id="topic_swn_4vd_1fc__ol_dmx_2zd_1fc">
<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_swn_4vd_1fc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span></li>
<li class="li">Select the check boxes of the team members whose tracking settings you want to
edit.<p class="p"><img class="image img-screenshot" id="topic_swn_4vd_1fc__image_lhz_mzd_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_user_bulk_manage.png" width="600"></p>
<p class="p">To quickly find team members, you
can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338#topic_gb2_kcr_tbc" target="_blank">search or filter the list</a>. If you already
selected team members, then your selections are cleared if you search or
filter.</p>
<p class="p">Alternatively, you can select the checkbox at the top of the list to
select all team members on the page. If you navigate to the another page in the list,
team members you already selected stay selected.</p>
</li>
<li class="li">In the footer, click either <strong class="ph b">Auto tracking</strong> or <strong class="ph b">Task lock</strong>.</li>
<li class="li">If you clicked <strong class="ph b">Auto tracking</strong>, select one of the following:<ul class="ul" id="topic_swn_4vd_1fc__ul_tch_jb2_1fc">
<li class="li">
<strong class="ph b">Turn on auto tracking</strong>: Automatically tracks the selected agents' activities
in Zendesk.</li>
<li class="li">
<strong class="ph b">Turn off auto tracking and task lock</strong>: Switches to manually tracking the
selected agents' activities and deactivates task lock for them. Task lock keeps
agents clocked into a single ticket or general task while browsing other
tickets.<p class="p"><img class="image img-screenshot" id="topic_swn_4vd_1fc__image_ew1_zb2_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_user_bulk_manage_auto_tracking.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">If you clicked <strong class="ph b">Task lock</strong>, select one of the following:<ul class="ul" id="topic_swn_4vd_1fc__ul_v3l_1c2_1fc">
<li class="li">
<strong class="ph b">Turn on task lock and auto tracking</strong>: Activates task lock for the selected
agents and automatically tracks their activities in Zendesk.</li>
<li class="li">
<strong class="ph b">Turn off task lock</strong>: Deactivates task lock for the selected agents. When
agents are browsing other tickets, they'll no longer be clocked into a single ticket
or general task.<p class="p"><img class="image img-screenshot" id="topic_swn_4vd_1fc__image_zdp_tc2_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_bulk_manage_task_lock.png" width="400"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">The team members' tracking settings are updated and the changes
are reflected in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6641426375066" target="_blank">the audit log</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7446325512730-Editing-WFM-team-member-tracking-settings",
"url": "https://support.zendesk.com/hc/en-us/articles/7446325512730-Editing-WFM-team-member-tracking-settings",
"headline": "Editing WFM team member tracking settings",
"description": "You can edit individual or multiple team members' tracking settings for time and task management in Workforce Management profiles, overriding account-level defaults as needed.",
"articleSection": "Setting up workforce management (WFM add-on)",
"datePublished": "2024-06-17T18:56:27+00:00",
"dateModified": "2026-06-05T19:38:06.515392+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7446325512730-Editing-WFM-team-member-tracking-settings"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>