Workforce Engagement Management (WEM)

Thank you for your contributions and feedback on this EAP Hello everyone and thank you for your contributions and feedback on this EAP. We appreciate your time and energy to share your thoughts with us.  Based on your feedback we have implemented the following into this product and feature: Simplified the staffing numbers calculation for combined workstreams. When scheduled for combined WS, work is equally attributed in staffing panels to its composing WS that agent is assigned to. Are already working on adding combined workstreams into our staffing panels. Stay tuned for an upcoming release.

Thanks everyone for your contributions and feedback on the Early Access Program (EAP) for Forecast Scenarios. We appreciate the time and energy you invested in sharing your thoughts with us. Based on your feedback, Forecast Scenarios are ready for general availability (GA). The rollout will begin on February 10.Customers who participated in the EAP will continue to have access to Forecast Scenarios under GA.  No action is required. Your scenarios, settings, and data will carry over automatically.To learn more about this feature, see Viewing and managing forecast scenarios. In the future, if you have feedback or questions related to this feature, please visit our community forum where we collect and manage customer product feedback. For

Join Our Community Forum for Forecast Scenarios EAP FeedbackWe’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new Forecast Scenarios EAP, we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together. How to Provide Impactful FeedbackYour input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below.Make your feedback impactful by considering these steps: If something about the Forecast Scenarios doesn't sit right with you or you see room for enhancement, take a note. R

Role permission doesn’t seem to work, Admin’s can access but not other roles even though they have Forecast enabled:

Thanks to your feedback we created a new scheduling mode which tells the algorithm to build agents' schedules only using combined workstreams. The feature has been released to all EAP participants on: January 14, 2026. What exactly is changing?As mentioned, there is a new scheduling mode available for you to enable in Workstreams → Scheduling Settings → Schedule combined workstreams. By default it is deactivated.  The current and default behavior: When generating schedules, the algorithm decides whether it’s best to schedule a user for a single workstream or a combined workstream for that specific period to ensure the most efficient resource allocation based on the forecast and workstream availability. New mode behavior: If the new mode is activated, the scheduling algorithm uses only com

Join Our Community Forum for WFM Creating Combined Workstreams EAP Feedback We’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new WFM Creating Combined Workstreams Early Access Program (EAP), we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together. How to Provide Impactful Feedback Your input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below. Make your feedback impactful by

Getting Started: For those eager to integrate this new capability into their workflow, please note that the EAP for the Forecast Scenarios is currently open for registration. Joining the EAP will allow you to pioneer this feature and shape its development.To access the program, the product team will need to have a brief explanation of your use case to assess if enablement is beneficial and applicable. For that, please provide the application through this EAP form. 

Forecast scenarios are customizable sets of forecast parameters that allow managers and workforce planners to experiment with different algorithms and settings. This feature enables users to create multiple versions of forecasts, assess and compare them, and then select the most suitable one as the active scenario. The tool is designed to provide flexibility and control over forecast planning by allowing users to simulate various scenarios without impacting existing data or results.Learn more about Forecast Scenarios EAP here.

In WFM - General Tasks, I see that the talk status can be set to 'Available.' However, in the Workstreams, there is no option for either 'Talk' or ‘MSG’ status. We need the status to be automatically set to 'Available' for either Talk or MSG when both Workstream or Combined Workstream is assigned to 'Voice' or 'MSG. I know it is expected behaviour that talk Status sync currently exists with the General Tasks but not Workstreams, but I would appreciate it if you develop it soon!

Join our community forum for WFM unified agent status integration EAP feedbackWe’re excited about our community forum, a hub for engaging discussions and valuable feedback. We encourage you to join in, follow the latest topics, share your insights, or pose questions. When there’s buzz around a specific topic, especially related to the new WFM unified agent status integration Early Access Program (EAP), we’ll highlight it to gather diverse perspectives. Your thoughts and questions are welcome anytime, helping us shape this EAP together. How to Provide Impactful FeedbackYour input is crucial, covering the good, the concerns, and suggestions for improvement. To foster a forum brimming with productive dialogue, we need a sprinkle of effort from everyone involved. Just leave a comment below.Make your feedback impactful by considering these steps: If something about the WFM unified agent status integrati

Thanks to your feedback we decided to make adjustments to the way we calculate staffing numbers per workstream when combined workstream is scheduled. The change will take place on October 6, 2025. What exactly is changing?Current approach of distributing staffing numbers across workstreams composing the combined workstream is based on a formula that attempts to account for an increase in efficiency when working on multiple tasks at the same time. The new approach to calculating staffing numbers for combined workstreams will equally spread agent’s work hours across the composing workstreams. For example: A combined workstream consists of workstream A, B and C. If an agent is assigned to all 3 workstreams, when s

Quick overview:When workstreams are combined in Zendesk WFM, such as when agents handle multiple types of tickets (e.g., general support and escalations), the system shows each agent as a fractional headcount (e.g., 0.5 in each workstream) on reporting and scheduling charts. This artificially inflates the number of agents shown in each queue and creates confusion when interpreting staffing levels. Workforce management admins and reporting users are affected. What problem does this solve:Accurately reflecting agent headcount in reporting and scheduling views would eliminate confusion and provide a true picture of staffing coverage across combined workstreams. This would allow for better operational planning and prevent misinterpretations of available resources. When/how often does this happen and business impact:This issue occurred immediately when combined workstreams were enabled and was

HelloIs anyone else seeing where they have combined workstreams and it is showing their agents out of adherence with no explanation. I have an example below. She is assigned a combined workstream that we colored orange to indicate tickets and calls. Green is a ticket and yellow is a call. You can see in the morning combined time she is in adherence. Now look at her 2nd combined workstream time after her lunch and she is out of adherence for the whole duration even though she was in calls and tickets like she was supposed to. I don't know if this is a ticket that I need to submit or a bug in the EAP? Thanks! 

With the current limit of 10 workstreams per Combined workstream , we are not able to fully capture all the relevant work that we would like to schedule. Are there any plans to increase this limit?

I appreciate the concept of combined workstreams, but it doesn't meet my current needs. For example, consider a current combined workstream for Billing and Live Chat: 3 agents in Billing Workstream 2 agents in Live Chat Only 1 agent is in both Workstreams Ideally, with a combined workstream, it would assign tasks to a single agent who can handle both Billing and Live Chat rather than assigning it to everyone in both workstreams.  

Getting Started: For those eager to integrate this new capability into their workflow, please note that the EAP for the WFM unified agent status integration is currently open for registration as a closed EAP. Joining the EAP will allow you to pioneer this feature and shape its development.To sign up for the WFM Unified Agent Status (UAS) Integration Early Access Program (EAP), please follow the registration link provided. Once your interest is registered, our Product Manager will send you a detailed email outlining the specific changes this EAP will bring to the platform. This follow-up will include all necessary information to help you understand the upcoming improvements and how they will enhance your workflow.Then you just need to reply back explicitly saying that you agree to participate and our team will ena

The WFM Unified Agent Status (UAS) Integration EAP improves agent adherence tracking by integrating Zendesk’s Unified Agent Status with Work Force Management (WFM). This upgrade builds on the granular adherence calculations, now offering the flexibility to map agent statuses to specific workstreams, improving accuracy and relevance in adherence monitoring. Key Changes and Benefits: Unified Adherence Monitoring: Combines detailed tracking of agent activities with ticket workstreams, providing greater precision in evaluating adherence. Flexible Status Mapping: Users can now define adherence based on unified agent statuses like "Online" or "Away," mapped to specific workstreams, which allows dynamic tracking of what agents are doing. Improved Adherence Scenarios: Users can distinguish between adherent and non-adherent activities based on how ag

Problem: The way our org is set up, we need to be able to auto generate schedules while being able to chose which workstream to generate it for.  Example: Agent A works work stream A for 8 hours . For the last 3 hours of the shift, agent 8 is also on phones.  When we auto generate the shift, it creates the different segments based on the forecast. We want to say schedule the entire day for a specific workstream and manually overwrite the hours that the agents would be on the combined work stream as auto generating with both  creates results that are not realistic in a real life scenario with constant workstream changes.   We thought we would be able to accomplish this by scheduling the workstream as a task instead of a shift. Unfortunately if we add another task it overwrites the whole shift  Therefor we are not able to schedule our team for ticketwork and phones at the s

When I create a ticket via API, is it possible to show the ticket in the notification list via API as well?

So, we're in the process of completely re-doing our Help Center site hierarchy (categories and sections), as well as launching a brand new theme. I've created new categories and sections as drafts, but how do I move all my existing Zendesk articles into their new sections without disrupting my live Help Center? I don't see any information on how to restructure your Help Center taxonomy in preview or draft mode without modifying your production site. What's the easiest way to do this without APIs or developer resources? 

Buenos días! y allí va otra duda a ver si alguien me puede echar un cable…Cómo puedo hacer que se incluya el disclaimer legal de manera automática con la apertura de un ticket? se me había ocurrido una macro, pero si hay alguna forma de automatizarlo, mejor que mejor…Gracias adelantadas!

안녕하세요! 제가 운영하고 있는 사이트에서 저장공간이 거의 다 차서 삭제 일정을 적용했습니다.그런데 당일 삭제되는 티켓의 양보다 생성되는 티켓의 양이 더 많은 지 메모리가 계속 증가하고 있습니다.일일 삭제된(될) 양과 생성된 양을 알 수 있다면 비교하여 일정을 조정하거나 수동 삭제를 할 수 있을 것 같습니다.확인할 수 있을까요? 회신 부탁드립니다. :)

o agente precisa ficar atualizando as visualizações? Não tem como cair na visualização sem ter que ficar atualizando? Sugestão de melhoria no Zendesk. 

Looks like internal comments don't wrap properly in the new chat bubble like interface. word wrap where art thou

Al presionar el botón ‘Comprar’ me lleva a una página que muestr un mensaje error; trate de buscar ayudar y el bot no me permite contactarme con un agente, me pidió una serie de datos y dijo que se estarían contactando conmigo. Osea uno pide ayuda, contactarse con un agente, y en pocas palabras te dicen ‘cuando tengamos tiempo te ayudamos’ (así me sentí).