Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
How many Zendesk WFM seats you have and how many are in use. A check worth doing before you add anybody.
Check it
- Open the subscription page in Admin Center.
- Find the Workforce Management line.
- Read seats purchased against seats used.
- Compare with the team member list here.
Two lists to reconcile
Your Zendesk agents and your Workforce Management users are not automatically the same set. Somebody can be an agent without being scheduled, and both counts matter for different reasons.
Look for people who left
The usual finding. Somebody deactivated in Support who is still on a team here, holding a seat and skewing team figures.
This is the same check as everywhere, and it produces the same result.
Not everybody needs to be here
Agents who are not scheduled, who work outside the forecast, or who handle work this does not plan. Adding everybody because they are an agent is how the count grows without benefit.
Do this before requesting more
Freeing a seat is immediate; buying one is a subscription change. The answer to "we need another" is often a seat you already have.
Quarterly, with the rest
Alongside your agent seat and access review. All three find the same category of thing, and doing them together takes barely longer than one.
If the numbers do not add up
Contact pluscloud support with what you see in both places, and we will work out where the difference is.
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