| Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
As an agent, you can request to take any unassigned shifts visible in your Agent Schedule in Zendesk. All shift requests must be approved by your manager before they are officially assigned to you.
Keep in mind that when a shift request is approved, the requested shift is added to your schedule and replaces any previously scheduled shift for that day.
To request an unassigned shift
- In Support, click the Zendesk Workforce Management icon
(
) in the sidebar. - Click the Available Shifts icon (
) in the top navigation bar. This opens the Available shifts dialog, with a list of all unassigned shifts you’re eligible to request.
- Within the Available shifts dialog, hover over the shift you want to take and click
Request shift.
After you submit a request to take an unassigned shift, it's listed as Pending approval on the Shift requests list. If your manager approves your request, your schedule is updated to reflect that and the shift becomes unavailable to all other agents. If your manager denies your request, the shift is no longer accessible to you to view or request.
Regardless of your manager's decision, after a request is approved or denied, it is removed from your Shift requests list.
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