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Q&A - Workforce management

Ask your questions, engage in discussion, and find solutions related to Tymeshift and workforce management.

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      Team Member Profile
      Respondidas
      I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate th...

      Publicado 12 jun 2023 · Tyler Duncan

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      Make changes to my agents' views
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      As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Ev...

      Publicado 13 abr 2023 · Hutton, Spencer

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      Preventing agents from stealing tickets from each other
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      Hi.There is a problem on my team going on with agents 'stealing' tickets from each other by assigning those to themselve...

      Publicado 30 jun 2022 · Louis A.

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      Internal team structure when optimising zendesk
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      We have just implemented zendesk into our business and I would love to know the ideal team structure to continue to opti...

      Publicado 18 sept 2022 · Hayley Johnson

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      Forward/Assign Tickets to another agent
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      One of our Agents is not longer working for us and his position will not be filled until further notice. How can that ag...

      Publicado 20 oct 2023 · Luis Estrada

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      User guide?
      Respondidas
      Is there any page with the main articles an agent would need to work on tickets and anything related to their permission...

      Publicado 30 jun 2023 · Eduardo Cunha

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      Routing ticket evenly among agents
      Hello, I would like to route ticket evenly among three agents.Is there a way where Zendesk can allow that ?   Thank yo...

      Publicado 30 ene 2023 · Renaud Croix

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      Workflow Audits Best Practices
      Respondidas
      We switched to Zendesk a little over a year ago now - a lot has happened since :) We have grown by 3 brands, with multip...

      Publicado 18 nov 2022 · Yvonne P.

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      Looking for help on workforce planning in a tiered structure.
      Respondidas
      I'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of...

      Publicado 15 ago 2022 · Allen Lai | Head of CX at Otter.ai

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      From one support agent to three - Best practices?
      Respondidas
      Hi! Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem t...

      Publicado 22 jul 2022 · Lan Vuga

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