Setting Up Organization Structure in Zendesk WFM
How can I set up my organization structure in Zendesk WFM?
Setting up your organization structure in Zendesk WFM involves configuring locations, workstreams, teams, and time-off reasons.Locationshelp you define where and when work gets done.Workstreamsorganize your team's work around Zendesk channels.Teamsare groups of agents reporting to the same manager.Time-off reasonshelp track when and why agents take time off. For more detailed guidance, see the section onorganization structure.
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How do I get started with Zendesk Workforce Management?
To get started with Zendesk Workforce Management (WFM), you'll need to focus on planning, installation, and setting up your organization structure.Planninginvolves identifying your requirements and aligning on ownership of different workforce…
What roles and permissions should I define in Zendesk WFM?
Defining roles and permissions in Zendesk WFM is crucial for managing access and responsibilities. You can create custom roles such as administrator, manager, team lead, or agent. Admins manage the system setup, managers oversee teams, and agents…
How do I install Zendesk Workforce Management?
Installing Zendesk Workforce Management is straightforward if you have admin access. Go to the Zendesk Marketplace, find Zendesk WFM, and click 'Install'. Follow the steps in the interface workflow to complete the installation. Once installed, the…
How do I manage users and access in Zendesk WFM?
Managing users and access in Zendesk WFM involves setting up agent roles and permissions. You can restrict access to certain groups or roles and create custom WFM roles to reflect your team's unique positions. It's recommended to give all agents…
How do I create general tasks in Zendesk WFM?
Creating general tasks in Zendesk WFM allows you to account for non-ticketing work like breaks, meetings, or training sessions. These tasks, along with ticket work, help define your staffing forecast and appear in agent activity timelines and…
How do I set up timezones for 24/7 support in Zendesk WFM?
Setting up timezones in Zendesk WFM is essential for aligning shifts with your team's availability, especially for 24/7 support. You can choose the correct timezone and work week calendar to ensure automations function correctly. To verify or…
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