Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
A separate product reading your Support data. Knowing where each thing lives saves a lot of hunting.
How they connect
Workforce Management reads ticket and agent activity from Support, and adds its own layer: forecasts, schedules and time tracking.
It does not change how tickets are handled. Agents work in Support exactly as before.
Where things live
| Tickets and channels | Support |
| Agents, roles, groups | Admin Center |
| Teams and schedules | Workforce Management |
| Time tracking | Workforce Management |
| Ticket reporting | Explore |
| Adherence and occupancy | Workforce Management |
Roles are the row that catches people. Team members, their Support roles and their groups are managed in Admin Center, but Workforce Management has its own roles on top of that, held here. There are two standard ones, Admin and Agent, and they are handed out for you: anybody who is an admin in Support already holds the admin role here, and everybody else lands on the agent role.
That agent role is narrow. On its own it gives access to the Schedule in Zendesk Support and nothing else, so a supervisor who needs more has to be moved to a role that grants it rather than waiting for it to appear.
People arrive here on their own as well. Adding somebody to your Zendesk account adds them to Workforce Management, and changes to existing team members follow within twelve hours, which is why a new colleague is not always here the same afternoon.
Teams are not groups
Support groups decide where tickets are routed. Workforce Management teams decide who is scheduled together. They often overlap and they are maintained separately.
A change in one does not carry to the other.
Two sets of numbers
Explore reports on tickets; Workforce Management reports on time. They will not reconcile, because they are counting different things.
Expect that rather than trying to make them agree.
Agent statuses connect the two
Unified statuses in Support can synchronise with Workforce Management, so availability is set once. Worth turning on early; it removes a whole category of inaccuracy.
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