Editing WFM team member profiles

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This article describes how to view and update a team member’s WFM user profile. A WFM user profile is different from a Zendesk user profile.

A team member’s WFM profile lets you view specific details about the user, such as their name and email address, time zone, tracking, and status settings.

You can also edit their settings for task lock. Task lock allows agents to remain clocked into a single ticket or task while opening other tickets. This is helpful when an agent needs to research past tickets while continuing to track the time for a ticket they're working on. See Using task lock.

Note: User settings take precedence over account settings. When you edit the task lock setting from a team member’s WFM profile, the changes you make apply to that team member only. If you later edit your account-level task lock setting, the change does not apply to team members who have task lock set on a user level already.

To edit a team member’s WFM profile

1. In the Zendesk WFM web app, hover over the admin icon () in the navigation bar, then select User management.
2. On the User management page, click any team member to access their settings.

   

3. Under Tracking, select or deselect the check box for Task lock, then click Save.
4. To manage the team member’s WFM access, click Manage in Settings.
5. To manage the team member’s Zendesk Support access, click Manage in Support.

Tip: To update a team member’s WFM role or permissions, see Managing WFM roles and permissions.