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The Time off management page lets you manage and review agents' time off requests. As an admin or authorized team member, you can approve, deny, or reopen requests and create automatic approval rules. You can also view pending and closed requests by team or individual agent, helping you keep track of your team's availability and plan accordingly.
The Time off management page allows workforce management (WFM) admins and team members in custom roles with permission to approve or deny time off requests submitted by agents.
When agents submit a time off request, they select one of the time off reasons defined for your organization. See Creating time off reasons for agents.
From the Time off management page, you can check which agents have time off and when, approve or deny requests, reopen requests, and create rules that automatically approve agents' time off requests.
The article contains the following sections:
Accessing the Time off management page
You must be a WFM admin or a team member with permission to access the Time off management page.
- In Workforce management, click
Schedule in the top bar, then select Time off management.
Viewing time off requests
You can view pending and closed time off requests by team or view a specific agent's time off. Closed time off requests are requests that have already been approved or denied.
Agents can view their own time off requests and their status for the past 30 days and for a full year in advance in their Zendesk Workforce Management schedule.
-
Access the Time off management
page.
By default, pending time off requests are displayed.
- Select a team from the left sidebar to view that teams' time off requests.
- To view a specific agent's time off requests, select the agent from the sidebar.
You can search for agents by name or email.
- To view approved or denied time off requests for a team or specific agent, switch the
toggle from Pending to Closed.
You can see who approved or denied the requests in the Status column.