Creating WFM Automations - Frequently asked questions
Frequently asked questions
How can I join the Zendesk WFM automations Early Access Program?
To join the Zendesk WFM automations Early Access Program (EAP), you need to contact Zendesk support or your account executive. If your account was created on or after October 19, 2023, you'll have immediate access to automations without needing to…
What are Zendesk WFM automations used for?
Zendesk WFM automations are used to manage certain agent activities automatically, such as ending agents' days when they forget to clock out. You can create multiple automations to manage and perform actions for different types of agent activity….
How do I create a WFM automation in Zendesk?
To create a WFM automation in Zendesk, you need to be a WFM admin or have the necessary permissions. Start by hovering over the admin icon and selecting Automations. Click the plus sign (+) icon, enter a unique Automation name, and set the trigger…
What should I do if my WFM account was created before October 19, 2023?
If your WFM account was created before October 19, 2023, and you were using Rules, you must delete any existing rules before you can use WFM automations. This is necessary to ensure that the new automation features work correctly without conflicts…
Can I apply WFM automations to specific agents or teams?
Yes, you can apply WFM automations to specific agents or teams. When setting up an automation, you have the option to apply it to all agents in your account or specify certain agents. This flexibility allows you to tailor automations to meet the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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