Zendesk time tracking via the Assembled Chrome extension

Assembled has built a Chrome extension for tracking agent states on Zendesk as an alternative to the previous time tracker, which is embedded in Assembled's Zendesk app.

How Zendesk time tracking with the Chrome Extension works

When enabled, the Chrome extension becomes the primary source for detecting Zendesk activity. The extension reports agent activity directly to Assembled, which is then used for adherence tracking and reporting.

The extension determines the agent's state by observing the presence and focus of *.zendesk.com/* URLs and classifies activity into the following states:

• Offline
• Online (Not Zendesk)
• Online (Zendesk Dashboard)
• Online (Ticket)  

Example: If the agent is on https://assembledsupport.zendesk.com/agent/tickets/12345, the extension will report the agent's state as Online (Ticket).

We recommend that agents pin the extension so that its icon is always visible.

Note: The extension can only send data to Assembled's servers if the agent is currently logged into the Assembled web application at https://app.assembledhq.com. If the agent's session expires, the extension will no longer be able to report states. When this occurs, if the agent has one or more tabs open to *.zendesk.com/*, Chrome will send a notification and the extension icon will display a red indicator.

Why does the extension show "Offline" even when an agent is actively working?

The extension tracks whichever browser window currently has focus on the agent's screen. When an agent switches to a different application entirely, such as Slack, Zoom, or a phone soft client, the browser loses focus and the extension reports "Offline" for that period, even if a Zendesk tab is still open in the background. The same thing happens if an agent works across multiple monitors or browser windows and the active window isn't the one with Zendesk open.

If your agents regularly switch between Zendesk and other desktop apps, or work across dual monitors, expect to see some "Offline" segments on this row during an otherwise productive shift.

Where can I see this data?

On the Agent Scorecard, an additional row titled Activity tracker for Zendesk shows the agent states captured by the extension:

Reporting

On the Agent Scorecard, an additional row titled "Activity tracker for Zendesk" will appear, reflecting the agent states captured by the Chrome extension.