Zendesk WFM and Suspended Ticket Activity Tracking
Learn if Zendesk WFM tracks activity on suspended tickets and how to manage untracked time.
Does Zendesk WFM track activity on suspended tickets?
No, Zendesk WFM doesn't track activity on suspended tickets. By default, any time spent working in the suspended tickets queue is considered untracked. However, if you need to account for this time, you can create a general task to log the time spent moderating the suspended tickets queue. This allows you to keep track of the effort put into managing these tickets, even though it's not automatically tracked by Zendesk WFM.
For more details, you can refer to the originalZendesk help article.
More related questions
How can I track time spent on suspended tickets in Zendesk WFM?
To track time spent on suspended tickets in Zendesk WFM, create a general task. Since Zendesk WFM doesn't automatically track activity in the suspended tickets queue, you can manually log this time by setting up a general task. This approach helps…
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