If you decide not to track a specific agent's Zendesk activity automatically, make sure that you have disabled the option in Agent Permissions.
To do so, please follow these steps:
- Go to your tymeshift WebApp.
- Click on Admin .
- Click on Agent Permissions .
- Select the agent's name.
- Uncheck the option.
Once this option is disabled, the agent will be the master of their own time, and they can decide when to clock in and out. In addition, the agent will also be able to manually enter their time and have it recorded on a ticket or a General Task by using the Add Time feature. You can edit an agent's timesheet later by following the steps shown in Manage Timesheets article.