How do I delete a user in Zendesk WFM

Removing somebody from Zendesk WFM, and why deactivating them in Support is usually the step that matters.

Removing somebody from Zendesk WFM, and why deactivating them in Support is usually the step that matters.

The order

1. Reassign their open tickets in Support.
2. Remove them from future schedules.
3. Remove them from their team here.
4. Deactivate them in Support.

Workforce Management cannot delete anybody

Zendesk Workforce Management only offers deactivate. The delete itself happens in Support: find the person, open their profile from the Users tab, then use the user options arrow and choose Delete.

Usually you should not delete at all. Downgrading them to an end user achieves the same removal of access and keeps their activity history, which forecasting works from. Deleting throws that away.

A downgrade takes up to twelve hours to register in Workforce Management, so do not conclude it failed on the same afternoon.

Two products, two actions

Deactivating in Support ends their access. Removing them from a team here stops them appearing in schedules and skewing team figures.

Neither does the other, and doing only one leaves a loose end.

Take them out of the schedule first

Somebody scheduled who has left leaves a gap that looks covered. That is the version of this mistake that reaches customers.

Check the published period as well as future ones.

Keep the history

Their past activity is part of your historical data, and forecasting learns from it. Removing them from a team does not remove that, which is what you want.

Watch the team figures

Somebody left in a team with no activity drags team averages down. That is the quiet reason to keep membership current beyond tidiness.

It does not free a seat

Taking somebody out of a team here changes nothing about what you pay. The add-on is bought for every agent in the account, so there is no separate Workforce Management seat to free. Do this for the schedule and the team figures, and handle the bill through the agent count.

Put it on the leaver checklist

Alongside the Support steps. This is precisely the task that gets forgotten because it lives in a different product.

See also

• Removing or replacing a team member
• Adding and removing users from teams in bulk
• How do I check how many paid Zendesk WFM seats we have