From the Agent Permissions page, you can activate Task lock for individual agents.
Task lock allows agents to remain clocked in to 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.
When you activate task lock for an agent, the agent can lock a task from the Tymeshift App in your Zendesk account. Admins can view when agents lock a task from the Agent activity page. See Understanding agent activity to learn more.
Note: You can set a time limit for how long an agent can lock a task when you activate task lock.
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Activating task lock for an agent
When you activate task lock for an agent, a lock icon is added to the Zendesk App which the agent can use to lock themselves to an activity and track time for it.
To activate task lock for an agent
- Hover over the settings icon, then select Agent Permissions.
- Search for an agent or scroll down and select an agent from the list.
The agent's Permissions page opens.
- In the Automated Tracking section, select the check box for Task lock.
- Optionally, enter a time limit in minutes.
If an agent surpasses the time limit, then the task lock automatically ends and the agent's next activity starts to track.
Any changes you make to the agent's task lock setting are automatically saved.
Using task lock
As an agent, you can use task lock from the Tymeshift App in Zendesk.
To use task lock
- In Zendesk, click the Tymshift app icon.
- Hover over the time being tracked for the activity you're clocked into, then click the lock icon.
The task lock time limit remains in effect for the number of minutes an admin has set. After the predetermined amount of time has passed, the auto clock resumes.
Note: After the task lock time limit ends, you must open any other ticket for the auto clock to begin again. This means that if you have a ticket open that you're not task locked into, your time won't be shifted after the task lock time limit ends until you open another ticket.