Setting Up WFM for Non-Ticketing Work - Frequently asked questions
Frequently asked questions
What are Zendesk WFM general tasks?
Zendesk WFM general tasks are activities you set up to track agent time spent on non-ticketing work. These tasks, also known as AUX codes or AUX states, help monitor activities like lunch, breaks, meetings, and training. By setting up these tasks,…
How do I create a WFM general task in Zendesk?
To create a WFM general task, you need to be a WFM admin. Start by aligning with stakeholders on the types of tasks needed. In the Zendesk WFM web app, navigate to the admin icon, select General tasks, and click the Add icon. Enter a descriptive…
What permissions are needed to create general tasks in Zendesk WFM?
To create general tasks in Zendesk WFM, you must have WFM admin permissions. This role allows you to set up and manage tasks that track non-ticketing work activities. Having the right permissions ensures you can effectively manage and customize…
How can I delete a general task in Zendesk WFM?
To delete a general task in Zendesk WFM, hover over the task you wish to remove. On the right side of the page, you'll see a red bin icon. Click it, confirm the deletion, and the task will be removed. If you encounter issues with this process,…
How do I set team permissions for a general task in Zendesk?
When creating a general task in Zendesk, you can set team permissions to control which teams have access to the task. By default, tasks are available to all teams, but you can restrict them to specific teams as needed. This feature allows you to…
What is the purpose of setting a talk status for general tasks?
Setting a talk status for general tasks helps optimize agent time by reducing the need for manual status updates. For example, if a task is for a meeting or lunch break, you can set the status to 'Away'. This feature streamlines agent workflows,…
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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.”
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