Zendesk WFM Essentials of schedule management

✅ In this webinar, Teresa walks you through the essentials of workforce scheduling in Zendesk, covering both automatic and fixed shift setups. Learn how to create locations, define shift templates, assign agents, and generate schedules that fit your team’s needs. Plus, get tips on managing intraday activities, handling agent time off, and using bulk edits to save time.

Whether you’re new to scheduling or want to optimize your existing process, this session will give you practical guidance to streamline your workforce management.

What You’ll Learn:

✅ Setting up locations and time zones for shifts
✅ Differences between automatic and fixed shifts
✅ Creating shift templates and intraday activities like breaks and lunches
✅ Generating schedules for individuals, teams, or entire locations
✅ Editing schedules: split tasks, change durations, add notes
✅ Bulk editing schedules for multiple agents
✅ Managing agent time off requests and approvals
✅ Tips for handling part-time and hourly agents
✅ Rotation folders for shift rotations

Perfect For:

Workforce managers using Zendesk
Team leads scheduling support agents
Anyone managing agent shifts and availability in Zendesk workforce management

Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync.

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