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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
      Respondido
      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 de jun. de 2023 · Tyler Duncan

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      Make changes to my agents' views
      Respondido
      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 de abr. de 2023 · Hutton, Spencer

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

      Publicado 30 de jun. de 2022 · Louis A.

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

      Publicado 18 de set. de 2022 · Hayley Johnson

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      Forward/Assign Tickets to another agent
      Respondido
      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 de out. de 2023 · Luis Estrada

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

      Publicado 30 de jun. de 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 de jan. de 2023 · Renaud Croix

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      Workflow Audits Best Practices
      Respondido
      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 de nov. de 2022 · Yvonne P.

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      Looking for help on workforce planning in a tiered structure.
      Respondido
      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 de ago. de 2022 · Allen Lai | Head of CX at Otter.ai

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      From one support agent to three - Best practices?
      Respondido
      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 de jul. de 2022 · Lan Vuga

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