How to Manage Zendesk Workforce - Frequently asked questions
Frequently asked questions
What is Zendesk Workforce Management and how does it differ from Tymeshift?
Zendesk Workforce Management (WFM) is the rebranded version of Tymeshift, now integrated into the Zendesk ecosystem. It offers new features and improvements to enhance workforce management. As part of the Zendesk product family, Zendesk WFM is…
How does the new onboarding process for Zendesk WFM work?
The onboarding process for Zendesk WFM is now more streamlined and user-friendly. With the new automated provisioning system, you no longer need to install anything from the Zendesk marketplace. This change simplifies the onboarding process,…
What are the new roles and permissions features in Zendesk WFM?
Zendesk WFM introduces a new Roles and permissions admin page, allowing you to control who can do what in your account. By default, there are two standard roles: Admin and Agent. You can also create custom roles to fit your organization's…
How can I manage user information in Zendesk WFM?
Zendesk WFM offers a User management admin page where you can view all team members imported from your Zendesk account. This page displays information such as WFM roles, default groups, teams, and workstreams. New team members are imported within…
What improvements have been made to the Zendesk WFM admin pages?
The Zendesk WFM admin pages have been revamped for better scalability and reliability. This redesign sets the stage for future enhancements and ensures a more robust experience for managing workforce operations. The changes are part of Zendesk's…
What are the new features in Zendesk WFM's General tasks page?
The updated General tasks page in Zendesk WFM allows admins to create tasks for tracking non-ticketing activities like meetings and breaks. Agents can clock into these tasks, and the data is reflected on the Agent activity page and in reports. This…
What additional improvements are coming to Zendesk WFM?
Zendesk WFM is introducing several new features, including improvements to the public API, more dashboards, and upcoming scheduling enhancements. These include options for bulk shift management and visual indicators for shift status. These updates…
How can existing customers access the new Zendesk WFM features?
Existing customers will receive the new Zendesk WFM features throughout the year. If you want to start using these features immediately, you should contact your customer success manager. New customers can purchase the add-on to access these…
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