Question

Can I use Zendesk roles and group restrictions in Zendesk WFM?

Answer

Yes, admins can restrict access to Zendesk workforce management (WFM) so that only agents in the groups or roles you list can use it. This lets a subset of agents, such as admins or a specific Zendesk group, use the app. At installation, admins often turn it on for a selected group.

WFM works best when all agents have access to the platform, so leave role and group restrictions turned off if possible. If WFM does not work for some agents, you might have turned on restrictions at installation.

To add new agents to WFM, use the Allowlist feature. It adds users you create in Zendesk.

Note: If you turn on role restrictions, agents can still access the Zendesk WFM web app. The restriction only controls whether the Zendesk WFM app is visible to an agent in Zendesk, and these controls are independent of the role restrictions in Zendesk.