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Q&A - Workforce management

Ask your questions, engage in discussion, and find solutions related to Tymeshift and workforce management.

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      Team Member Profile
      Beantwortet
      I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate th...

      Gepostet 12. Juni 2023 · Tyler Duncan

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      Make changes to my agents' views
      Beantwortet
      As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Ev...

      Gepostet 13. Apr. 2023 · Hutton, Spencer

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      Preventing agents from stealing tickets from each other
      Beantwortet
      Hi.There is a problem on my team going on with agents 'stealing' tickets from each other by assigning those to themselve...

      Gepostet 30. Juni 2022 · Louis A.

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      Internal team structure when optimising zendesk
      Beantwortet
      We have just implemented zendesk into our business and I would love to know the ideal team structure to continue to opti...

      Gepostet 18. Sept. 2022 · Hayley Johnson

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      Forward/Assign Tickets to another agent
      Beantwortet
      One of our Agents is not longer working for us and his position will not be filled until further notice. How can that ag...

      Gepostet 20. Okt. 2023 · Luis Estrada

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      User guide?
      Beantwortet
      Is there any page with the main articles an agent would need to work on tickets and anything related to their permission...

      Gepostet 30. Juni 2023 · Eduardo Cunha

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      Routing ticket evenly among agents
      Hello, I would like to route ticket evenly among three agents.Is there a way where Zendesk can allow that ?   Thank yo...

      Gepostet 30. Jan. 2023 · Renaud Croix

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      Workflow Audits Best Practices
      Beantwortet
      We switched to Zendesk a little over a year ago now - a lot has happened since :) We have grown by 3 brands, with multip...

      Gepostet 18. Nov. 2022 · Yvonne P.

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      Looking for help on workforce planning in a tiered structure.
      Beantwortet
      I'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of...

      Gepostet 15. Aug. 2022 · Allen Lai | Head of CX at Otter.ai

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      From one support agent to three - Best practices?
      Beantwortet
      Hi! Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem t...

      Gepostet 22. Juli 2022 · Lan Vuga

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