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About workforce management automations



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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Can we have the automation to send an email if an rule happened?

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Ivan Miquiabas

Zendesk Customer Care

Hi Ahmed Helmy,
 
Good day! The only options for now is stated on the pre definned action on the article. 
 
  • The actions that the automation will perform. Choose from predefined actions, such as clocking out an agent and ending their day or sending a message to their team manager.
 
Other than that, unfortunately there is none. You can keep the feedback coming, as this is still an EAP and continuously on testing phase, rest assured this will improve moving forward.
 
 
Hope that helps! 

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Hi Ahmed Helmy,

As an alternative to your question, through the Tymeshift workforce management automations tool users can receive Zendesk notifications whenever the conditions defined in automations are met. This requires creating automations with "send message" as the action to perform. In this Help Center article you can find more information on how to configure it.

Please note that automations is under an Early Access Program, which means that only customers enrolled in this EAP have access to this capability. Thus, if you don't have access to this feature and would like to, I suggest you to enroll in this EAP.

Don't hesitate to reach out if you have any further questions!

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Hi! It doesn't work. I didn't receive any message even the condition was met. Also, my agent wasn't clock out, although I used the same conditions as described here

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 Hi Anna Belan (External). We've just created a ticket to support you with this. You should have receive an email with the details of it. Please add as much information as possible to the ticket to expedite the process. Thanks

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