How to Use Zendesk WFM Workstreams - Frequently asked questions
Frequently asked questions
What are Zendesk WFM workstreams?
Zendesk WFM workstreams are a key part of your organization's structure, acting as custom channels for managing tickets. They are similar to Zendesk channels like tickets, chats, and voice, but are defined by specific conditions to reflect the type…
How do I access workstreams in Zendesk WFM?
To access workstreams in Zendesk WFM, you need to be an admin in your Zendesk WFM account. Once you have the necessary permissions, you can easily navigate to the Workstreams page. Simply hover over the admin icon in the navigation bar of the…
How can I create a new workstream in Zendesk WFM?
Creating a new workstream in Zendesk WFM is straightforward and allows you to customize how tickets are managed. When you first add Zendesk WFM, default workstreams for tickets, voice, and chat are created, but you can add more. To create a…
What happens when I edit a workstream in Zendesk WFM?
Editing a workstream in Zendesk WFM allows you to update its conditions, but changes only reflect on ticket tracking after a user updates the ticket. This means that any modifications you make won't be immediately visible until the ticket is…
Can I delete a workstream in Zendesk WFM, and what are the consequences?
Yes, you can delete a workstream in Zendesk WFM, but it's important to note that this action is permanent and cannot be undone. Deleting a workstream will affect any existing schedules that include it. To delete a workstream, go to the Workstreams…
What are combined workstreams in Zendesk WFM?
Combined workstreams in Zendesk WFM allow you to merge multiple workstreams into one, providing a unified view and management of tickets. This feature is currently available through an Early Access Program (EAP). To create a combined workstream,…
How do I prioritize workstreams in Zendesk WFM?
Prioritizing workstreams in Zendesk WFM helps ensure that the most important channels are scheduled first. This feature is part of an Early Access Program (EAP). To prioritize workstreams, go to the Workstreams page, click 'Settings', and enable…
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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?”
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