We’re excit to announce the latest integrations and enhancements within the Zendesk platform, including the arrival of Zendesk WFM, a singular, cohesive workforce management add-on that replaces Tymeshift’s previous Professional and Enterprise plans and is now resign exclusively for our Zendesk customers. Read on to discover more exciting features and updates within workforce management Workforce Management .
Zendesk WFM officially has a new icon for an integrat experience across the Zendesk platform: Zendesk admins can now access Workforce Management directly from the product tray in the top right corner of their screen.
Admins can now set up General Tasks in Zendesk WFM, allowing them to track time for activities or tasks that occur outside of the Zendesk platform (such as lunch breaks, meetings, training, and quality assurance). This also allows managers and admins to view logg time on the Agent Activity Page.
Admins can set in the top bar app whether
numeric timer is visible to all agents. This timer displays how long an activity has been running. If this setting is disabl, the timer does not appear. Admins can also set in the top bar app whether they want the General Task selection dropdown to be display to all agents. Workforce Management If this setting is disabl, agents will no longer be c level executive list able to manually select a General Task.
Roles and Permissions ensure that users only have access to the features of Zendesk WFM that they ne to use. Permissions are a way to grant (or revoke) users in a given account a set of rules that allow them to view or access certain parts of Zendesk WFM.
Administrator and Agent. everything you ne to know about metaverse Users assign the default Administrator role have permissions to access all Zendesk WFM features, while the default Agent role only has access to Agent Schuling. However, Agents’ permissions and scopes cannot be chang. Administrators, on the other hand,
have the flexibility to create customer roles
We are continuing improvements to the public API, launching our second endpoint to give our customers flexibility on how to use their data within other platforms.
In the top right corner of the aleart news page, there is an option to resync the list of users present on the User Management page. This can be useful when you have Workforce Management just creat a new user in Zendesk Support or have chang some settings that you want to be immiately reflect in Zendesk WFM.
