Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Different settings for one person. Occasionally necessary, and it makes their numbers incomparable.
Change it
- Open the team members page.
- Open the person.
- Adjust their tracking settings.
- Note why, somewhere your team will find it.
When it is justified
- Somebody working mostly outside Zendesk, where auto-tracking records little.
- A team lead whose day is meetings rather than tickets.
- A specialist on long cases, where task lock would be an obstruction.
The cost
Their figures no longer compare with their colleagues'. Team averages including them are slightly wrong, and nothing on a report says so.
That is acceptable for a genuine exception and corrosive if it becomes common.
Write down why
Otherwise it looks like an accident in six months, and somebody will either change it back or copy it to somebody else without knowing the reason.
Watch for drift
Individual settings accumulate, one helpful adjustment at a time, until a team has five configurations and no comparable numbers. Review them together rather than one at a time.
Prefer changing the team
If several people need the same exception, the team setting is wrong. Change that instead; it is one decision rather than five.
Tell the person
Tracking settings are about them. Adjusting them silently is exactly the behaviour that makes a workforce tool feel like surveillance.
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