Users are automatically added to your Zendesk Workforce management (WFM) account whenever they’re added in your Zendesk account (see Understanding WFM roles and permissions).
Admins can manage user access to your WFM account by using the allow list and block list.You may want to restrict access with the allow or block list if your organization has a restrictive policy that allows only certain users access to WFM. By using either list, you have a simple way of maintaining a known list of users that either have access or are restricted from your WFM account.
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Controlling user access with the allow list
When you turn on the allow list and add users to it, only the users you specify will have access to your Zendesk WFM account and the WFM app in your Zendesk account. Note that users who aren’t on your allow list will also not have their activities tracked.
Using the allow list to control access gives you more granularity when managing user access. For example, you might have some agents that use WFM and some that don’t.
To control user access with the allow list
- In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select Account settings.
- Click the Access control tab.
- Toggle the Allow list slider to the on position.Note: You can use either the allow list or block list; both can’t be used at the same time.
- Enter the email addresses of the users who you want to allow to use Zendesk WFM.
- Click Save.
Restricting access with the block list
Admins can use the block list to restrict certain users from accessing your Zendesk WFM account and the WFM app in your Zendesk account. Users on the block list won't have their activities tracked as well.
To restrict user access with the block list
- In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select Account settings.
- Click the Access control tab.
- Toggle the Block list slider to the on position.Note: You can use either the allow list or block list; both can’t be used at the same time.
- Enter the email addresses of the users who you want to restrict from using Zendesk WFM.
- Click Save.