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About Zendesk WFM workstreams



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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Thank you for this article Colleen Hall. It will be extremely useful for our team

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Hi! After deleting workstreams they still appear in agent activity and status. Even after one week of them being removed. 
Is there a way to force data to update? 

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We signed up for the combined workstream and noticed that the number of agents in 1 workstream is considered on the combined workstream. This is making all agents available for the combined workstream and the auto-scheduling puts all on the combined workstream. We only have a few agents who are trained to do combined workstream so it is essential that there is an option to specify the agents who are in the combined workstream.

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Hey Judith! If you already have a number of agents planned to work on the combined workstream, I'd say you can create a monthly schedule template and import said file with the agents' schedule. This will ensure that you have certain agents plotted for combined workstreams and the rest to work on individual workstreams. While also creating a backup file in case that someone changes the schedules by mistake. 

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Hello,

 

Just want to raise why would there be tickets that are tagged under a particular workstream at one interval  and then did no workstream on some intervals.

 

example here. 

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Hello Just want to follow up on this please? 

sample of ticket ID with one workstream assigned at one point and then no workstream at another point.

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