Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management or Workforce Engagement Management |
| Access | Admin |
How many Zendesk WFM seats you pay for, and why there is no separate number to reconcile: the add-on is sold for the whole account, not per person.
The short answer
As many as you have agents. Zendesk sells the add-on for the whole account rather than per person: buying it buys it for every agent you have. There is no pool of Workforce Management seats sitting apart from your agent count, and nothing to reconcile between the two.
So the question "how many Zendesk WFM seats are we paying for" is the same question as "how many agents do we have", and the answer changes only when that number does.
Where to look
- In Admin Center, click Account in the sidebar, then Billing > Subscription.
- The add-on is listed there with its start date, alongside your plan.
For the agent number itself, the place to look is your agent seat usage, which is the figure that drives what you pay.
The allow list does not save money
Workforce Management has an allow list and a block list, and it is tempting to read them as a way of paying for fewer people. They are not. Zendesk says it plainly: with the allow list on, you are still billed for every agent in your Zendesk account.
Use them for clean data, not for cost.
What the lists are good for
Everybody added to your Zendesk account is added to Workforce Management automatically. On a support desk where everyone is scheduled, that is exactly what you want.
On an account with a lot of people who are never scheduled, it means an agent activity view full of names that will never appear in a schedule, and team figures dragged around by people who do not belong to the work being planned. That is the problem the lists solve.
- In Workforce Management, click Settings in the navigation bar, then Account settings, then the Access control tab.
- You can run an allow list or a block list, never both at once.
- Email addresses have to match the agent profiles exactly, character for character.
- With Automatically add new team members on, new staff join the allow list at the next sync, which happens within twelve hours.
What does change the bill
Your agent count and the subscription itself, and nothing else. Taking somebody off a team here frees nothing, because there was no separate seat to free.
One thing does happen by itself: downgrade somebody in Zendesk and they are removed from Workforce Management too, so you do not need to add a leaver to the block list.
If the numbers do not add up
Send us what you see on the subscription page and what you count in agents, and we will work out where the difference is.
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