image for site

Creating WFM Automations - Frequently asked questions

Discover answers to common questions about creating WFM automations to manage agent activity. Learn how to optimize workflows and improve efficiency.

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites