Managing user access in your WFM account

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

Users are automatically added to Zendesk Workforce management (WFM) when they’re added to your Zendesk account. See Understanding WFM roles and permissions.

As an admin, you can manage user access to WFM by using the allow and block lists. These lists allow you to maintain a known list of users who either have access or are restricted from your WFM account.

Users added to your Zendesk account will synchronize with WFM within 12 hours. If you need to grant them access to WFM sooner, you can manually force a resync from the User management page. See Manually syncing team members.

Even when you control user access to WFM with the allow list, you’re still billed for all agents in your Zendesk account. See Buying Zendesk workforce management.

This article contains the following sections:

• Controlling user access with the allow list
• Restricting access with the block list

Related articles

• Managing Zendesk WFM account settings

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 Zendesk WFM and have their activities tracked.

To control user access with the allow list

1. In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select Account settings.
2. Click the Access control tab.
3. 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.
4. Enter the email addresses of the users you want to allow to access Zendesk WFM.

   

   Note: When the Allow list toggle is enabled, new users added to Zendesk with the user type Staff member are also automatically added to the WFM Allow list on the next sync, which occurs every 12 hours (or on the next manual sync).
5. Click Save.

Restricting access with the block list

Use the block list to restrict users from accessing Zendesk WFM and having their activities tracked.

When you downgrade a user in Zendesk, the user is also removed from your WFM account and you don’t need to add them to the block list.

To restrict user access with the block list

1. In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select Account settings.
2. Click the Access control tab.
3. 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.
4. Enter the email addresses of the users who you want to restrict from using Zendesk WFM.

   

5. Click Save.