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

      Data ultimo post: 12 giu 2023 · Tyler Duncan

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

      Data ultimo post: 13 apr 2023 · Hutton, Spencer

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

      Data ultimo post: 30 giu 2022 · Louis A.

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

      Data ultimo post: 18 set 2022 · Hayley Johnson

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

      Data ultimo post: 20 ott 2023 · Luis Estrada

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

      Data ultimo post: 30 giu 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...

      Data ultimo post: 30 gen 2023 · Renaud Croix

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

      Data ultimo post: 18 nov 2022 · Yvonne P.

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      Looking for help on workforce planning in a tiered structure.
      Con risposta
      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...

      Data ultimo post: 15 ago 2022 · Allen Lai | Head of CX at Otter.ai

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

      Data ultimo post: 22 lug 2022 · Lan Vuga

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