Managing agents' time off requests

What's my plan?

Add-on

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

Workforce management (WFM) admins and team members in a custom role with permission can manage agents' time off requests from the Time off management page. You can approve, deny, or reopen requests. When managing time off requests, you can choose to respond with a comment that's sent to the agent making the request or an include an internal note that's visible to other admins.

This article contains the following sections:

• Approving or denying a time off request
• Reopening a closed time off request

Approving or denying a time off request

WFM admins and team members with permission can approve or deny pending time off requests. You'll receive an email notification when an agent requests time off. If the agent belongs to multiple teams, managers of all the teams the agent is assigned to receive the notification.

If your organization hasn't set up multiple teams, then any WFM admin or team member with permission can manage requests.

To approve or deny a time off request

1. In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Time off management.
2. Hover over the request you want to approve or deny, then click the options menu ( ) in the Action column.
3. Select either Approve request, Deny request, or Respond with a comment.

   

4. If you respond with a comment, you can enter a message to the requester. You can also enter an internal note that'll be visible to other managers and admins, but not the requester.

   

   After you approve or deny a request, it's moved to the Closed tab.

Reopening closed time off requests

Closed time off requests are requests that were already approved or denied. WFM admins and team members with permission can reopen closed requests as needed.

To reopen a closed time off request

1. In Zendesk WFM, hover over the schedule icon () in the navigation bar, then select Time off management.
2. Find the agent or team whose closed time off requests you want to reopen.
3. Toggle the slider from Pending to Closed.
4. In the Status column, hover over the request's status and click the options menu ().

   

5. Depending on the status of the request, select one of the following options:
   • Approve request or Deny request
   • Reopen request
   • Reopen and respond with comment

   If you reopen a request, it's moved to the Pending tab.