Last year, Zendesk acquired Tymeshift, which has now been officially rebranded as “Zendesk Workforce Management” (WFM). Zendesk WFM stands out as the most efficient solution for agent management within Zendesk, leveraging AI to accurately predict staffing needs, automate agent scheduling based on projects, and provide valuable real-time and historical analytics on team performance.
We’re excited 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 redesigned exclusively for our Zendesk customers. Read on to discover more exciting features and updates within workforce management:
Add WFM to the Zendesk product tray for easy access
Zendesk WFM officially has australian whatsapp number a new icon for an integrated 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.
Newly designed pages
General Tasks
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 logged time on the Agent Activity Page.
Account Settings Page
On this newly designed page, administrators can configure the following settings for their support team:
– Time preferences , such as time zones and week starts.
– Tracking: Admins can set in the top bar app whether the task lock button is visible to all agents. If this setting is disabled, the task lock button will not appear.