| Announced on | Rollout starts | Rollout ends |
| February 1, 2024 | February 1, 2024 | February 7, 2024 |
We’re excited to announce that Tymeshift, Zendesk's workforce management (WFM) solution, is introducing a new set of features. These features strengthen Tymeshift's integration with Zendesk and provide more capabilities to improve your workforce management experience overall.
This announcement includes the following topics:
What is changing?
The features described in this section are now available to help boost your efficiency and further integrate Tymeshift with Zendesk.
Improved login experience
The login process has been improved so that you can access the Tymeshift web app directly from Zendesk. Instead of having to log in in to two separate instances, your Zendesk login information now works for Tymeshift as well. This means that when you’re logged in to Zendesk, you can click the Tymeshift icon in your top navigation bar and select Open Tymeshift.
If you were participating in the SAML integration Early Access Program (EAP), you no longer need to configure it since everything is now done through Zendesk.
Zendesk look and feel
You may notice that some colors, fonts and buttons might be a bit different. The Tymeshift web app has now adopted Zendesk branding elements so that you can have the same experience that you’ve come to love from all Zendesk products.
Greater language support
Previously, Tymeshift was available in four languages. Now, 30+ languages are supported. This update reflects Zendesk's commitment to supporting customers around the world. For a list of all available languages, see Zendesk language support.
Unified agent status live monitoring
If you've activated omnichannel routing with unified agent statuses, you can now see agent statuses on the Tymeshift Agent status page. This provides a more robust, real time overview of agent activity and status.
Additionally, you can now edit the columns that appear on the Agent status pages so that you can display only the data that best suits your needs.
See About the Agent status page.
Additional improvements
Zendesk has invested in enhancing our WFM scheduling tools with some key features, currently in Early Access Programs (EAPs). This includes:
- The ability to delete multiple shifts, add time off, and schedule more than one workstream at the same time.
- Workstream prioritization so that you can ensure that you’re covering the right work at the right time.
- A comprehensive audit log so that you can check what changes were made, when, and by who.
- The Zendesk time tracker Google Chrome extension that allows you to track agents' work outside of Zendesk.
- Automations to help you streamline repetitive tasks. You can also use automations to send notifications to your team in Zendesk.
Attention: Automation notifications will be available by February 7th. - A new API with the Reports’ templates endpoint offers an unprecedented level of customization.
If you'd like to sign up for an EAP, you can learn more about Zendesk's current and upcoming workforce management EAPs.
You can also learn more about recently released reporting features that provide improved flexibility and greater insights. This includes the new historical agent activity report, which helps you understand past trends.
Learn more about other recent features, such as:
- The agent productivity timeline
- Add start times to automatic shifts
- Date range selection for publishing schedules
What do I need to do?
You don't need to do anything. The features described in this announcement are automatically available.
To get started with workforce management, check out the Tymeshift getting started guides.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.