Announcing free workforce activity tracking for Zendesk Suite plans and above

Announced on | Rollout on
June 24, 2026 | June 24, 2026

Starting June 24, a set of Zendesk Workforce Management (WFM) capabilities will be available to Suite Professional plans and above at no additional cost.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

As part of Zendesk Suite, you’ll be able to opt in to a new Zendesk WFM experience that gives you better visibility into agent activity and daily average handle time (AHT). This information is available for 24 hours.

Agents can also see how much time they spend handling customer interactions.

Why is Zendesk making this change?

We’re making this change to help support teams gain better visibility into daily operations. By showing agent activity and AHT, managers can more easily understand workload trends, identify coaching opportunities, and improve planning. This also gives customers a simple way to get started with workforce visibility before exploring more advanced WFM capabilities.

What do I need to do?

This new experience will be rolled out on June 24, 2026 to Zendesk Suite plan customers. You can access our Zendesk WFM page from the Product menu to opt-in to this solution in case you want to try it out. To learn more, see Trying WFM for free using workforce activity tracking.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.