Agents can access their schedule from the Agent Schedule app within Zendesk. As an agent, you can see a complete overview of your schedule, including your current task and upcoming schedule. Additionally, you can request time off.
This article contains the following sections:
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Accessing your schedule
You must be logged into Zendesk to access the Agent Schedule app.
To access your schedule
- In Zendesk, click the Zendesk WFM icon in the sidebar.
Navigating the schedule
From the top navigation bar:
- Left and right arrow icons let you change the view to the previous or next week.
- The calendar icon allows you to choose the date you want to see in your weekly schedule view.
- Today will return you to the current week.
- Refresh button will reload the schedule page and update schedule information.
On the left side of your weekly schedule view, you'll see:
- The current date.
- Now section displays the task that's assigned for the current time based on the set intraday. If your schedule is empty a No task message is displayed.
- Up Next shows you the task you're supposed to work on next. If your schedule is empty a No task message is displayed.
You'll also see a notification when you need to change the task you're working on. The notification alerts you five minutes before the task is supposed to change.
Switching the schedule timezone
Your schedule defaults to the account timezone. If you're working in a different location, you can set your schedule's timezone to match where you're working from.
Note that the timezone picker only affects your individual schedule within the Agent Schedule app in Zendesk.
To switch the schedule timezone
- In Zendesk, click the Zendesk WFM icon in the sidebar.
- Click the timezone icon in the upper-right, then select your timezone.
Your schedule is updated to reflect the timezone you selected.