| Announced on | Rollout starts |
| April 16, 2024 | April 16, 2024 |
We’re excited to announce that Tymeshift is now Zendesk Workforce management (WFM).
We’re also introducing a new set of features that strengthen the integration with Zendesk’s ecosystem and provide more capabilities to improve your overall workforce management experience.
This announcement includes the following topics:
What is changing?
The evolution of Tymeshift into Zendesk WFM marks a significant milestone that introduces a host of new features and improvements.
Here's an overview of what's changing:
- Welcome, Zendesk WFM: Tymeshift is rebranding as Zendesk WFM! This includes a new add-on SKU and a fresh pricing model, reinforcing workforce management within the Zendesk product family.
- Effortless onboarding: Say goodbye to marketplace app installations! Our new automated provisioning system simplifies the onboarding process for a smoother start.
- Streamlined sign-up and subscription: We've overhauled our sign-up and subscription processes for a more user-friendly experience.
- Revamped admin pages: The WFM admin pages have been rebuilt for improved scalability and reliability, setting the stage for future enhancements.
These changes are part of Zendesk’s ongoing commitment to providing a superior workforce management solution that aligns seamlessly with our core services, helping you to optimize operations and boost agent productivity.
Introducing Zendesk WFM
Tymeshift has rebranded as Zendesk Workforce management (WFM). As part of the Zendesk portfolio of products, Zendesk WFM is available as an add-on to Suite team plans and above, as well as Support only plans.
The new WFM add-on comes with automatic provisioning so that you don’t have to install anything from the Zendesk marketplace.
To learn more, see Buying Zendesk Workforce management.
Updated look and feel
We’ve been updating our WFM solution so that the look and feel aligns with the standard Zendesk experience.
Some of the changes you’ll see include a new icon (
) and an updated name across the product and emails received from the product.
Additionally, you can now access Zendesk WFM from the product tray, which makes accessing WFM as natural as any other Zendesk product.
Roles and permissions
We’re introducing a new Roles and permissions admin page in the WFM web app that allows you to limit who can do what in your account. By default, your account includes two standard roles that all team members are initially assigned to: Admin and Agent. You can also create your own custom WFM roles to reflect your organization’s structure.
All roles include a scope, permissions, and user membership. This combination defines what your team members can see and interact with in your account.
To learn more, see Understanding WFM roles and permissions.
Account settings
The WFM Account settings admin page that controls account wide behaviors has been redesigned. These behaviors include allow and block lists to control team member access, settings for your account’s default time zone, and tracking settings such as task lock and auto-tracking.
To learn more, see Managing Zendesk WFM account settings.
User Management
A new WFM User management admin page is now available. This page lists all team members imported from your Zendesk account. You can view their information, such as their WFM role, Zendesk default group, WFM teams, assigned workstreams, locations, and so on.
Whenever you add new team members in your Zendesk account, they’re imported in to your WFM account in 12 hours. If you want them to appear sooner, you can also refresh your list of team members from the User management page.
To learn more, see About the WFM User management page.
General tasks
An updated General tasks page is now available where admins can create tasks that track agents’ non-ticketing activities that take place outside of Zendesk. For example, meetings, breaks, lunch, and so on. Agents can clock themselves into general tasks, which is reflected on the Agent activity page and in your reports. This information helps admins, planners, managers, and other WFM specialists to fully understand how agents’ time is being spent.
To learn more, see About WFM general tasks.
Additional improvements
Other innovative features that have been recently introduced or are coming soon include:
- Improvements to the public API, a second endpoint, and flexibility for how to use your data inside of other platforms. See the WFM Public API.
- An increased number of dashboards, which gives you the option to create up to 10 dashboards and 120 unique dashboard widgets. See About WFM dashboards.
- (Coming soon) Scheduling improvements, such as:
- The option to add time off and delete shifts in bulk
- Visual indicators to help you distinguish between published and unpublished shifts
If you'd like to sign up for an early access program (EAP), you can learn more about our current and upcoming workforce management EAPs.
What do I need to do?
The features described in this announcement are now available for new customers. See Buying Zendesk Workforce management to purchase the add-on for your account.
For existing customers, these features will be made available to you throughout the year. If you want to start taking advantage of these new features right away, contact your customer success manager.
To get started with workforce management, check out the Zendesk Workforce management getting started guides.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.