Managing Zendesk WFM account settings

Add-on

Workforce Management (WFM) or Workforce Engagement Management (WEM)

Admins can set and manage Zendesk Workforce management (WFM) account settings.

These settings include general account information, such as the organization’s name and account owner, as well as time zone preferences, agent tracking, and options for the WFM time tracker in Zendesk Support

This article contains the following topics:

Accessing WFM account settings
About WFM account settings

Viewing WFM team member profiles and editing their tracking settings

Accessing WFM account settings

Admins can access the WFM Account settings page.

To access the Account settings page

In Zendesk WFM, hover over the admin icon () in the navigation bar, then select Account settings.

About WFM account settings

From the Settings page, users with permission can use the General tab to manage information about your organization, as well as other WFM time tracker options..

The table below describes your WFM account general settings.

Setting	Description
Company name	Your organization's name.
Full name	The first and last name of the account owner. The account owner must be an admin in both Zendesk Support and WFM.
Email	The account owner’s email address.
Time preferences:
Time zone	Your default WFM account time zone. Note that the account’s default time zone applies only when a user doesn’t have an assigned time zone. See Adding a location to set a user’s time zone.
Week start	Choose either Sunday or Monday as the start of your work week.
Tracking:
Turn on auto-tracking	With auto-tracking on, Zendesk WFM takes care of time and attendance management for most of your workflows. The first activity that the agent does automatically clocks them in and starts their day. Deactivating auto-tracking allows agents to manually start and end their days. Moving between tabs and views in Zendesk support no longer automatically triggers a new activity event. The auto-tracking account-level setting is active and applied to new team members by default. User settings take precedence over account settings. When you edit your account-level auto-tracking setting, the change does not apply to team members who have auto-tracking set on a user level already, only to new team members.
Turn on task lock	Activate or deactivate task lock for agents at the account level. Task lock allows agents to remain clocked into a single ticket or task while opening other tickets. The task lock account-level setting is active and applied to new team members by default. User settings take precedence over account settings. When you edit your account-level task lock setting, the change does not apply to team members who have task lock set on a user level already.
Zendesk time tracker options:
Timer	Set whether the timer appears to agents in the WFM time tracker in Zendesk Support.
General tasks (Clock)	Set whether general tasks appear to agents in the WFM time tracker in Zendesk Support. If you turn this setting off, agents cannot manually select a general task.

As an admin, you can also control access to your account using the Access control tab. See Managing user access in your WFM account.