Plans and permissions:
- Turn on Zendesk activity tracking: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- View every team member’s activity timeline: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
Use Zendesk activity tracking to see what team members are doing in Zendesk from their browser: working a ticket, elsewhere in Zendesk, or away from it. The Assembled Chrome extension watches each team member’s Zendesk tabs in Chrome and reports their state to Assembled, where it’s used for adherence and reporting alongside the states from the Assembled app in Zendesk.
To turn it on, go to Configure > Third-party integrations and find the Assembled Chrome extension card. If your team hasn’t set up the extension yet, see Assembled Chrome extension.
How Zendesk activity tracking works
The extension looks at Zendesk agent pages (addresses like yourcompany.zendesk.com/agent/) and reports one of these states:
| State | When it’s reported |
|---|---|
| Online (Tickets) | The team member’s active tab, in the window in focus, is a Zendesk ticket |
| Online (Zendesk Dashboard) | The team member’s active tab is another Zendesk agent page, such as a view or the dashboard |
| Online (Not Zendesk) | A Zendesk agent tab is open, but the team member is in another tab, another window, or another app |
| Offline | No Zendesk agent tab is open, or the extension can’t report, for example because Chrome is closed |
For example: If a team member’s active tab is yourcompany.zendesk.com/agent/tickets/12345, the extension reports Online (Tickets).
- When a team member switches to another app, such as Slack or a phone softphone, or works in a window on another monitor, the state changes to Online (Not Zendesk) while their Zendesk tab stays open. Expect some of these periods during a productive shift.
- Map these states to your events on Configure > Agent states, the same way as other agent states. See Agent state mappings.
- Don’t also add your Zendesk address as an approved website for website tracking. Zendesk activity tracking already covers it in more detail.
Where Zendesk activity data appears
On Report > Agent scorecard, the activity timeline has an Activity tracker for Zendesk row with the states the extension reported. Hover over a segment to see its state and times. For how this row compares with the other rows, see Activity timeline rows from the Assembled Chrome extension.
Turn on Zendesk activity tracking
- Go to Configure > Third-party integrations.
- On the Assembled Chrome extension card, turn on Enable Zendesk activity tracking.
- Ask your team to install the extension, pin it, and stay signed in to Assembled in Chrome.
Tracking starts for each team member as soon as they have the extension and are signed in.
Keep team members signed in
The extension can only send states to Assembled while the team member is signed in to Assembled at app.assembledhq.com. If their session ends while a Zendesk tab is open, Chrome shows a notification and the extension’s icon shows a red badge, asking them to sign in again. Until they do, their Zendesk activity isn’t tracked.