Zendesk Workforce management (WFM) automations allow you to manage certain agent activities automatically, such as ending agents' days when they forget to clock out. You can create multiple automations in your account to manage and perform actions for different types of agent activity. When you create automations, they can apply to all agents in your account or to only specific agents or teams.
Creating WFM automations
Note: If your WFM account was created before October 19, 2023, and you were previously using Rules, you must delete any rules before you can use WFM automations.
You must be a WFM admin or have permission to create an automation. Make sure you understand how automations work before you start creating them. See About WFM automations and how they work.
To create a WFM automation
- Hover over the admin icon, then select Automations.
- Click the Add Automation (
) icon in the upper-right. - Enter a unique Automation name.
Note: The trigger is set to the Clock in event by default and currently can't be changed.
- Click in the Tasks field and select one or more tasks or workstreams.
You can select any of your tasks, general tasks, or workstreams.
- In the Duration field, set how long the agent must be clocked into a task or workstream for the automation to run.
- Select the Actions to perform from a predefined list.
- If you selected to shift a user to a general task, select the task from the General task menu that appears.
- If you select Send Message, choose who to send the message to.
The users you select will receive a Zendesk push notification.
- Click the Agents tab, then select which agents the automation applies to. You can apply the automation to all agents in your account or specify certain agents.
- Click Add automation.
Note: Currently, there is no set limit on the number of automations that can be created. However, creating more than 50 automations may lead to performance issues.