Does Enhanced Tracking Prioritize a Previously Active Zendesk Tab Over the Currently Active One by Design? | Community
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Does Enhanced Tracking Prioritize a Previously Active Zendesk Tab Over the Currently Active One by Design?

  • May 9, 2025
  • 1 reply
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麻子

We are currently experiencing the following behavior:
 Even when a Zendesk view screen is open and active in the foreground tab (in an untracked state),
 tracking continues to be applied to a background tab that matches a previously active enhanced tracking URL (general task).
In this situation, the system appears to prioritize the background tab (with a matched enhanced tracking URL) over the active tab, even though the active tab is currently being used by the agent.
Is this the intended behavior of the enhanced tracking feature?
 If so, is there a way to give priority to the active tab over the previously active background tab?
We would appreciate any clarification or suggestions you could provide.

    1 reply

    Tiago12
    • Tiago12
    • May 13, 2025

    Hello!

     

    That behavior isn't really expected, because the tracking - for both  Zendesk Support and the Chrome extension portion - always follows the latest active browser tab. 

     

    The expected behavior for tracking is something like this:

    - if I open a browser tab with a page that has a URL mapped to General Task, then that is the currently tracked activity;

    - if I open a Zendesk domain page, nothing happens with the tracking - it continues counting time on the last known activity;

    - depending on the setting on the Chrome extension configuration page, moving to an unmapped page will either begin tracking as a specific General Task, Untracked, or does nothing and time continues counting on the last know activity.

    - opening different tabs in the same browser windows should always obey this pattern.

     

    Having said that, I would like to troubleshoot this with you.

    When the tracking is focused on the inactive tab, are both tabs open in the same browser window? is this behavior consistently happening? If it is, I would love to know the exact steps and setup to reproduce this on my side.

     

    Thanks!

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