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Add-on Workforce Management (WFM) or Workforce Engagement Management (WEM)

Teams in Zendesk Workforce management (WFM) are a way for you to manage your roster and are part of your organization structure. You can edit and delete your existing teams, as well as reassign agents to a different team.

You must be a WFM admin or in a role with organization structure permission to edit or manage teams.

This article contains the following topics:
  • Editing and deleting teams
  • Reassigning agents to a different team
Related articles:
  • Setting up teams in Zendesk WFM to manage your roster

Editing and deleting teams

You can edit or delete your existing teams.

To edit or delete teams

  1. In Zendesk Workforce management, navigate to the Teams page and find the team you want to edit or delete.
  2. Click the team.
  3. Edit the team as needed, then click Done.

    If you want to delete the team, click Delete team.

    This action can't be undone.

Reassigning agents to a different team

You can reassign agents to different teams without having to remove them from their original team.

To reassign an agent to a different team

  1. From the Teams page, click the team you want the agent to be assigned to.
  2. Click Edit users assigned to this team.
  3. Hover over the agents you want to reassign to this team and click the reassign button.
  4. Click Reassign for all agents you want to move.
  5. Click Apply and then Done.
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