Getting help with Zendesk Workforce management (WFM)
Articles that answer general questions about Zendesk Workforce management including pricing and subscription, installation, account management, and agent activity and permissions.
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Can I create custom features and permissions for just one agent?
Question Can I create custom features and permissions for just one agent? Answer Yes, you can configure each agent's ... -
How do I start a Zendesk WFM trial?
Question How long is a Zendesk WFM trial? How do I start a Zendesk WFM trial? Answer To access a Zendesk WFM trial, y... -
Can I use Zendesk roles and group restrictions in Zendesk WFM?
Question Can I use Zendesk roles and group restrictions in Zendesk WFM? Answer Yes, admins can restrict access to Zen... -
Can I create my own AUX Codes or AUX Statuses?
Question Can I create my own AUX Codes or AUX Statuses? Answer Yes, in Zendesk WFM these are called general tasks. Th... -
Can I use Zendesk WFM with IP restrictions and URL whitelists?
Question Can I use Zendesk WFM with IP restrictions and URL whitelists? Answer Yes, if you use IP restrictions within... -
Can I edit an agent's permissions if they have a role assigned?
Question Can I edit the agent's permissions if they have a role assigned? Answer No, if the agent has a role assigned... -
How does Zendesk WFM track agent activity in Zendesk?
Question How does Zendesk WFM track agent activity in Zendesk? Answer Zendesk WFM tracking is automatic. Agents can s... -
How can I track agent availability time?
Question I'd like to better understand our staffing needs. How can I track agent availability time? Answer Create a g... -
How can I rename my Zendesk WFM domain after I changed it in Zendesk?
Question I renamed my Zendesk domain. What are the steps to rename it in Zendesk WFM? Answer When you rename your Zen... -
How can I cancel my Zendesk WFM trial account?
Question How can I cancel my Zendesk WFM trial account? Answer To cancel an active trial account, no action is requir... -
How is schedule adherence calculated with the new automated schedule?
Question How is schedule adherence calculated with the new automated schedule? Answer Schedule adherence is met if th... -
Does Zendesk WFM charge for all of my Zendesk users?
Question Does Zendesk WFM charge for all of my Zendesk users? Answer No, Zendesk WFM doesn't charge for all of your Z... -
Do I need to buy licenses for users who only need reporting access?
Question Do I need to buy licenses for users who only need reporting access? Answer Yes, anyone who will be accessing... -
Can I switch from an annual subscription to a monthly one?
Question Can I switch from an annual subscription to a monthly one? Answer Monthly plans in Zendesk WFM aren't availa... -
Can I have a pool pricing option?
Question Is it possible to opt for a pool of licenses? Answer Yes, you can opt for a pool of licenses, which requires... -
Why do I see some agent activity entries in black?
Question Why do I see some agent activity entries in black on the Agent activity page? Answer Black entries represen... -
How to delete user in Zendesk WFM account?
Question Zendesk WFM account only shows deactivate user. How can I delete the user? Answer You should delete the user... -
How do I use WFM when my agents manage requests in multiple channels, groups, and teams?
Question I have agents working on requests that belong to multiple channels, groups, and teams. How do I utilize Zend... -
Why was my WFM task status automatically changed to Offline?
Question What causes the system to change a task to the Offline status? This behavior happens when a specific task is... -
Can I change the language in Zendesk WFM?
Question How can I change the language in Zendesk WFM? Answer You can change the language in Zendesk WFM. The followi...