Expanding Zendesk’s feature set, workforce management (WFM) improves the predictability and efficiency of customer service organizations through its wide range of planning, scheduling and monitoring tools. It eliminates the need to track schedules and assignments in spreadsheets, gives you a bird’s-eye view of agent adherence and activities across channels, and automates time-off requests and approvals. WFM is available as an add-on for all Suite and Support plans.
If you have an online-assisted or self-service account, you can buy the WFM add-on directly from the shopping cart. You must be the account owner or a billing admin to buy the add-on. If you have a managed account, contact your Zendesk account representative or Zendesk Sales for purchasing instructions.
To buy the WFM add-on
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In Admin Center, click Account in the sidebar, then select Billing > Subscription.
A summary of your current plan appears.
- Click Manage.
If you don't see a Manage button on the Subscription page, then you don't have permission to make changes.
- Click More products.
A list of products you can add to your account appears, including the Zendesk WFM add-on. You purchase the add-on for all agents in your account.
To learn more about the add-on, click See how it works.
- To buy the WFM add-on, click Add to subscription.
- Click Update subscription to complete the purchase.
After you buy the add-on, you'll see WFM listed on your Subscription page.
When you buy WFM from Zendesk, you can access it from the product tray. You don't need to install an app from the Zendesk Marketplace. For more information on WFM, see Getting started with Zendesk WFM: Overview.