"This calls for some extra help. Time tracking isn’t turned on for your account. An admin can turn it on for you."

Hi there! Thanks for reporting this in.

With the current version of the extension, that message would only be displayed in case the Zendesk session cookies were outdated or corrupted for some reason. Clearing all cookies from the browser entirely should help the other agent. If that doesn't help please let me know - I'll open a ticket and we can troubleshoot that together.

Appreciate you taking the time to reach out here!

Thank you very much for your support, Tiago. 

The issue was resolved by clearing all cookies from the browser entirely.

We have been experiencing this same issue recently as well. We entered a support ticket and we were told that it was caused by expired or corrupted cookies, as was mentioned above. This has only provided short-term relief and users are starting to show some frustration with the app. 

We have users reporting the issue almost daily at this point and it's requiring folks to either clear their cookies regularly, or in some cases completely reinstall the add-on. We also only started seeing this behavior at the end of September. 

Is it possible there is something more at play than just outdated cookies? Thanks!

Hi @aaron11 - thanks for reporting this in!

Sorry to hear your agents have been experiencing this. I do have an initial probing question: when your agents clear the cookies are they clearing everything with the timeframe set to “All time” (or equivalent)?

So far, everything we've seen related to this particular screen is directly tied to the Zendesk session cookies - either sessions across multiple domains, or duplicates, or outdated cookies like you mentioned.  I'm also looking at our recent releases related to the extension I don't see anything that would directly lead to this behavior - I'll keep pulling that thread though.

I would certainly like to chase this one with your help, if you're available to do so.

Thank you!

Appreciate that! That's a good place to start. I've kickstarted an investigation into this on our end, but I'll probably need some additional details from you as well. Opening a ticket so we can keep track of everything there now.

Olá. Estamos com a mesma dificuldade no rastreamento. Temos orientado nossos agentes a realizarem os procedimentos de limpar cache e cookies de todo o período, do navegador, porém sem sucesso. Alguns fazem esse procedimento mais de uma vez no dia, além de remover e adicionar novamente a extensão, mas continuam sem o rastreamento.

É uma ferramenta de grande utilidade em nosso serviço pois os agentes utilizam muitas páginas fora do zendesk para trabalho e por isso cadastramos vários links no monitoramento de extensão.