image for site

Understanding Combined Workstreams in Zendesk

Discover how combined workstreams function in Zendesk multitasking, enabling agents to handle multiple tasks efficiently.

How do combined workstreams function in Zendesk multitasking?

Combined workstreams in Zendesk multitasking allow agents to be scheduled across multiple individual workstreams. If an agent is assigned to at least one of the individual workstreams, they can work on the combined workstream. However, changes to past activities won't update adherence calculations to maintain accuracy. This setup helps in managing tasks like chat, voice, and tickets more efficiently.


More related questions

What is the Zendesk multitasking feature in the closed EAP?

The Zendesk multitasking feature is part of a closed early access program (EAP) that allows agents to work across multiple workstreams. This feature is still in development and may change before its general availability release. It enables the…

How are combined workstreams scheduled in Zendesk?

In Zendesk, combined workstreams don't appear in the staffing panels on the schedule page. Instead, the scheduling involves calculating a coefficient based on the full-time equivalent (FTE) of both combined and individual workstreams. This…

What reporting is available for combined workstreams in Zendesk?

Currently, Zendesk does not report on combined workstreams directly. Reports and agent activity logs show time allocated to each specific workstream an agent worked on. Combined workstreams appear on all reports except Forecast vs. Actual, and on…

Can changes to past activities affect adherence in Zendesk multitasking?

No, changes to past activities in Zendesk multitasking do not affect adherence calculations. This is to ensure that adherence in the past remains accurate and isn't wrongly matched. Once adherence is calculated, it remains unchanged even if there…

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