This article describes how your legacy Tymeshift account will be migrated to the Zendesk Workforce management (WFM) add-on. The WFM add-on offers an enhanced user experience for Zendesk admins and agents, a faster and more stable platform, and comprehensive reporting.
If you’re using a legacy version of Tymeshift, you’ll be notified by email 30 days before your account is migrated. If you’d like to migrate to the WFM add-on before your planned migration date or have any questions, contact your Zendesk account representative or Zendesk Customer Support.
This article includes the following sections:
About legacy Tymeshift plans
-
Tymeshift 2022 – Sometimes referred to as “V2.” Legacy Tymeshift 2022 plans
have a similar experience to the WFM add-on, with some additional enhancements to
improve the admin experience, simplify user management, and change billing so that it’s
handled through Zendesk. See Differences
between legacy Tymeshift 2022 plans and the WFM add-on for more
information.
Customers on Tymeshift 2022 plans have been notified by email and will be migrated to the WFM add-on starting July 30, 2024. Respond to the email if you have any questions. You can also contact your Zendesk account representative or Zendesk Customer Support. -
Tymeshift V1 – Customers on the Tymeshift V1 plan will experience significant
changes that will provide them with a fully integrated workforce management solution.
See Differences between legacy Tymeshift
V1 and the WFM add-on for more information.
If you’re on this plan, you’ll be notified by email before your account’s planned upgrade and see in-product notifications advising that your plan is being discontinued in 2025.
Understanding the differences between legacy Tymeshift and the WFM add-on
The WFM add-on has features that aren’t available on the legacy Tymeshift plans, including new improvements and options to try new features in early access programs (EAPs).
Additionally, you’ll access the WFM add-on directly from the product tray in Zendesk instead of from a tymeapp URL. This creates a more unified experience with Zendesk. See Accessing Zendesk WFM.
There are some capabilities that the legacy V1 version of Tymeshift has that aren’t available in the WFM add-on yet. As product development continues, Zendesk is working hard to make sure migration goes smoothly for all accounts. We recommend you follow this article and refer to it periodically for the latest information.
Differences between legacy Tymeshift 2022 plans and the WFM add-on
- Four new, updated admin pages: General tasks, Account settings, User management, and Roles and permissions.Note: If you’re on a legacy Tymeshift 2022 Professional plan purchased after 2022, you’ll have access to the Dashboards, Agent status, and Agent attendance pages after migrating. Customers on legacy Tymeshift 2022 Professional plans purchased prior to this date already have access to these features.
- For customers who haven’t started using automations yet, Rules will be replaced with Automations. See About workforce management automations.
Differences between legacy Tymeshift V1 and the WFM add-on
Legacy Tymeshift V1 and the WFM add-on have significant differences. The WFM add-on provides an improved experience for admins and agents through its faster, more stable platform. There are new capabilities available and additional improvements made regularly.
- An easier scheduling process based on forecasted inbound volume and needs.
- A more seamless experience for agents with a simple view of their schedule in Zendesk Support and the ability to request time off. These changes are being made to build a modern workforce management solution that’s fully integrated with Zendesk.
Refer to the table below to understand all the differences between the legacy V1 plan and the WFM add-on.
| Name of feature | V1 | WFM add-on | Additional information |
|---|---|---|---|
| Agent activity | Yes | Yes | The WFM add-on offers more granular information and the ability to edit activity with a direct link to Zendesk tickets. |
| Agent status | Yes | Yes | An improved design to view what each agent is working on in real-time, such as how long they've been on a task or Talk state. |
| Agent attendance | Yes | Yes | View who is working, who might have started after the assigned time, who is missing, the time logged, who is absent, and who worked overtime. |
| Agent attendance report | No | Yes | Provides insights into historical agent attendance. |
| Rules | Yes | Yes | Automations replace rules in the WFM add-on. |
| User management | No | Yes | In the WFM add-on, you’ll have access to a complete list of users, with options to view, sort, and filter their information. |
| Notifications | Yes | Yes | Notifications are available for time off, shift trades, and when a new schedule is published. |
| Productivity report | Yes | Yes | In the WFM add-on, use point metrics and public and private comments to generate a productivity report with a variety of dimensions. |
| Scorecards | Yes | No | Scorecards will be available in the WFM add-on in a future release. |
| Timecard | Yes | Yes | Available in the WFM add-on via the Agent activity page and permissions + scope settings. |
| Leaderboard for agents | Yes | No | Export reports to a CSV and customize them to meet your needs. Leaderboards will be available in the WFM add-on in a future release. |
| Dashboards | Yes | Yes | The WFM add-on has 10 dashboards available and users can add up to 12 widgets to each dashboard. |
| Talk metrics | Yes | No | Talk-related metrics will be available in the WFM add-on in a future release. |
| CSAT metrics | Yes | No | CSAT metrics are not currently included in the WFM add-on. |
| Forecast | No | Yes | The WFM add-on offers a forecast that takes into consideration two years of data from Zendesk inbound volume. By setting the staffing parameters, you will get the required staffing for up to one year. |
| Manual schedule | Yes | Yes | |
| Automatic schedule | No | Yes | The WFM add-on offers an automatic schedule that’s generated according to your forecast (inbound volume). |
| Time off management in Zendesk Support | No | Yes | Agents can request days off from Zendesk Support. Requests are sent for manager approval. |
| Shift trades management in Zendesk Support | No | Yes | Agents can request to trade shifts with other agents from Zendesk Support. |
| Organization structure | No | Yes | Set up your organization structure with locations, workstreams, teams, and time off reasons. |
| Integrations | No | Yes | Allow your agents to sync their schedule with Google Calendar. |
| Admin log | Yes | Yes | The Audit log replaces the admin log and has been expanded to include additional information. |
| General tasks | Yes | Yes | General tasks have been improved with descriptions, team permissions, expanded occupancy settings, and the ability to select workstreams. |
| Agent permissions | Yes | Yes | Manage agent permissions from a centralized Roles and permissions page. |
Also, certain metrics in legacy Tymeshift V1 are named and calculated differently in the WFM add-on. See WFM custom report metrics.
Some of the calculation differences between Tymeshift V1 and the WFM add-on include:
| WFM add-on name | V1 name | V1 calculation |
| Attended Point | Attended Tickets | If the only action was to change the status to solved, agents don't receive an attended point, only a solved point. |
| Escalated Point | Escalated Tickets |
Points given when matching this conditions: - Ticket group changed - Ticket was not solved by this audit - Escalated agent (assigned agent) different from audit author - No previously created escalated points |
| Handled Point | Handled Tickets | Date in UTC instead of the last 12 hours in the WFM add-on. |
| Reopened Point | Reopened Tickets | Point granted to the last assignee, instead of the agent who got the last solved point on that ticket. |
| Solved Point | Solved Tickets |
Agent receives solved point when: - Status changes to solved - Agent does not have solved points for this ticket before |
| First Response Time (FRT) | First Response Time (FRT) |
Agent receives FRT if: - Ticket receives a public comment from an active agent - No FRT values on ticket FRT value calculated as difference between audit time and ticket creation time. |
| Number of Unique Tickets with Time Spent | Tickets Touched |
Number of unique tickets in selected time interval. |
| Resolution Rate | Resolution Rate | The percentage of tickets received by an agent compared to the number of tickets they solve. In the WFM add-on, this is calculated as the percentage of tickets assigned to the agent. |
Migration considerations
Depending on which legacy version of Tymeshift you’re on, your migration experience will differ.
Before your migration, you will receive an email notification with the planned migration date. On that date, we will update your account to the enhanced version of Zendesk WFM.
Make sure you consider the following before your migration occurs.
Migrating from legacy Tymeshift 2022
When migrating from legacy Tymeshift 2022 to the WFM add-on, your historical Tymeshift data, including schedule, metrics, and custom reports, are automatically updated in the WFM add-on.
The following actions must be taken before your migration occurs or by January 31, 2025, at the latest:
- If you’re still using Rules, you need to delete them before your migration occurs. Select the Rules settings page and take note of the rules that you’d like to use in the WFM add-on. You can then recreate your rules with WFM automations. See Creating WFM automations.
- Access the Agent Permissions page. Use the filtering options to identify and take note of which agents have the Task Lock user setting turned on.
Migrating from legacy Tymeshift V1
When migrating from legacy Tymeshift V1 to the WFM add-on, historical data is not migrated.
In addition to the actions mentioned above for legacy Tymeshift 2022 customers, the following must also be rebuilt:
- Scheduling
- Reporting
Before your migration, and no later than May 30, 2025, ensure you access the Rules settings page page to note the rules you want to rebuild in the WFM add-on, as well as your Agents' Permissions for the Task Lock settings.
Your account admins will receive an email when it’s time to configure the WFM add-on.
An admin should then access WFM automations to recreate any saved rules as automations. They should also update task lock settings for any selected agents.
For assistance with rebuilding your scheduling, reporting, and other features in the WFM add-on, contact your Zendesk account representative or Zendesk Customer Support.