Configure Extension Tracking in Zendesk WFM
How do I configure extension tracking in Zendesk WFM?
To configure extension tracking in Zendesk WFM, you need to be an admin and have defined general tasks. Start by pressing cmd+k in the Zendesk WFM web app and typing 'extension tracking'. Click on 'Extension Tracking' and decide how to track time for URLs not mapped to a general task. You can enter multiple URLs per task, such as mapping YouTube to a 'break' task. Once you've mapped all necessary URLs, click 'Save'.
More related questions
How can I track agent time spent outside of Zendesk?
You can track agent time spent outside of Zendesk using the Zendesk time tracker Google Chrome extension. This tool allows Zendesk WFM admins to map general tasks to specific URLs that agents visit, providing insights into how agents are spending…
What should I do if the Zendesk time tracker extension isn't working?
If the Zendesk time tracker extension isn't working, it might be due to issues with cookies or session data. Ensure that agents clear their browser cookies, especially those related to Zendesk, as stale or corrupted cookies can prevent proper…
Can I use wildcards in URL tracking with Zendesk?
Yes, you can use wildcards in URL tracking with Zendesk, but only in certain segments. Wildcards are supported between URL segments, such as 'https://www.order-processing.com/*/orders'. However, wildcarding is not supported in the domain or…
Why does the Zendesk time tracker extension require agents to click 'start tracking' daily?
The Zendesk time tracker extension currently requires agents to click 'start tracking' each day to begin tracking their activities. This is a known limitation and can be cumbersome for agents who need to remember to activate it daily. Zendesk is…
Is it possible to track time spent on Zendesk domains using the extension?
Currently, the Zendesk time tracker extension excludes tracking on Zendesk domains to avoid conflicts with internal activity tracking. This means that time spent on Zendesk-related pages, like a knowledge base, won't be tracked by the extension….
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
