Tracking unexpectedly starts for previously opened General Task tab when switching back to Zendesk view | Community
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Tracking unexpectedly starts for previously opened General Task tab when switching back to Zendesk view

  • April 22, 2025
  • 3 replies
  • 0 views
麻子

We are using the Extended Tracking feature and have encountered a strange behavior.

Here's the situation:

  1. A General Task (Task A) was registered with a specific URL.
  2. The URL was opened and the corresponding tab was left open.
  3. A new tab was opened, and we worked on a different task.
  4. Later, when we returned to the Zendesk View screen (without reloading the Task A tab), tracking for Task A unexpectedly started again.

We would like to understand:

  • What might be causing this behavior?
  • Is there any recommended way to prevent tracking from being unintentionally resumed for a previously opened General Task tab?

Any insights or suggestions would be greatly appreciated.

      3 replies

      Tiago12
      • Tiago12
      • April 23, 2025

      Hello again!

      I addressed your questions in another topic but I'll paste my reply here for anyone else who might find this one. Hope that's ok.

       

      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.

      麻子
      • 麻子
      • Author
      • April 24, 2025

      @tiago12 

      Thank you very much for your previous response and support.

      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.

      麻子
      • 麻子
      • Author
      • April 25, 2025

      Thank you very much for your previous response and support.
      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.

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