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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
      Avec réponse
      I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate th...

      Publication le 12 juin 2023 · Tyler Duncan

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

      Publication le 13 avr. 2023 · Hutton, Spencer

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

      Publication le 30 juin 2022 · Louis A.

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

      Publication le 18 sept. 2022 · Hayley Johnson

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

      Publication le 20 oct. 2023 · Luis Estrada

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

      Publication le 30 juin 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...

      Publication le 30 janv. 2023 · Renaud Croix

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

      Publication le 18 nov. 2022 · Yvonne P.

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      Looking for help on workforce planning in a tiered structure.
      Avec réponse
      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...

      Publication le 15 août 2022 · Allen Lai | Head of CX at Otter.ai

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

      Publication le 22 juil. 2022 · Lan Vuga

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