Manually Locked General Task is Overridden When Switching Tabs – Is This Intended Behavior? | Community
Skip to main content

Manually Locked General Task is Overridden When Switching Tabs – Is This Intended Behavior?

  • April 22, 2025
  • 1 reply
  • 0 views
麻子

We are experiencing an issue with the lock feature for manually set General Tasks in the Extended Tracking system.

Here is what happens:

  1. We manually set and lock a General Task (Task A).
  2. After that, we open a new browser tab and work on something else.
  3. When we switch back or open the Zendesk View screen, the lock on Task A appears to be released, and a different General Task (registered via Extended Tracking) starts being tracked.

As a result, the manually locked task is overridden, and tracking starts for another task even though we intended to continue with the locked one.

We would like to know:

  • Is this the expected behavior of the lock feature?
  • Is there any way to prioritize or persist the manually locked General Task even when navigating between tabs?

Any insight or advice would be appreciated. Thank you!

    1 reply

    Tiago12
    • Tiago12
    • April 23, 2025

    Hi there!

    Thanks for enrolling in this EAP and for reaching out to your feedback - I trully appreciate that.

    Now, on to addressing your question:

     

    Currently this is the expected behavior - activity events coming in from the extension tracker override the Task lock and break it. This is intentional and is set to allow admin-initiated behavior to prevail over agent-initiated actions. The rationale is that locking into a task is an agent-initiated action, but tracking URLs is actually setup by a manager or admin. The importance of tracking time on those webpages would be more important than keeping the lock on.

     

    There's no way of prioritising task lock at this stage - in the future we might build settings to allow a more granular control of the tracking behavior but it's not something we have firmly on our roadmap.

     

    Does this help address your question? Happy to address any other thoughts you might have!

    Terms & ConditionsCookie settingsAccessibility statement