Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
The account settings page in Zendesk WFM holds the time zone, the week start and the tracking switches. Operational hours and holidays live elsewhere.
Open the page
- In Workforce management, click the settings icon in the sidebar and select Account settings.
- On the General tab, set the Time zone and the Week start.
- Set Turn on auto-tracking and Turn on task lock for new team members.
- Under the Zendesk time tracker options, set Timer and General tasks (Clock), then click Save.
The same page shows Company name and the account owner's Full name and Email. Permissions are on the Access control tab, not here.
Time zone first
Every forecast, schedule and report is read against it. Changing it later shifts what the historical numbers mean, so this is worth getting right on day one. Agents who work in another region can switch their own view with the time zone switcher; that does not change the account.
Week start affects every report
Week start is Sunday or Monday, and it changes what "last week" means in every report built on it. Match how the business already talks about weeks rather than accepting the default.
The tracking switches only reach new people
This is the one that catches admins out. User settings take precedence over account settings, so changing Turn on auto-tracking or Turn on task lock here applies to team members added afterwards. Existing team members keep what is set on their own profile, and that is where you change them.
The tracking settings also only matter if you use general tasks and the time tracker in Zendesk Support.
What is not on this page
| Operational hours | Per location, under Settings > Locations. Choose Open 24/7 or Specific hours. A location also carries its own time zone. |
| Forecast business hours | Per scenario, under Forecasting > Forecast scenarios, in the staffing parameters with Availability on. They default to the operational hours of your locations. |
| Holidays | There is no holiday list in the account settings. A day you already know will be quiet or busy goes in as a volume adjustment on the forecast scenario. |
Set locations up before you build anything
Different countries have different hours and time zones, and a single global setting produces schedules that suit nobody except the head office. The account time zone is the reporting baseline; the working day is a property of each location.
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