Announcing new run events for Zendesk Workforce Management

Announced on | Rollout on
September 1, 2025 | September 1, 2025

Zendesk Workforce Management (WFM) is introducing two new run events for early and late to start and end day automations.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The early and late to start and end day run events empower customers to set up WFM automations that are triggered by these events. These events dynamically identify deviations from planned schedules, allowing users to receive notifications and perform automated actions, such as clocking out users and deleting their timesheets.

The early events run before an agent’s scheduled start or end time, and the late events run after an agent’s scheduled start or end time.

Why is Zendesk making this change?

These new run events enhance workforce management efficiency by ensuring timely responses to schedule deviations. It promotes adherence to labor policies by preventing unauthorized overtime and undertime, while improving agent compliance through automated corrective actions.

They can be used, for example, to remind agents that they have clocked in earlier than expected, or to prompt them to clock out if they are working beyond their scheduled shift, such as when handling extended customer calls. They can also be used by managers to promote adherence to labor policies by preventing unauthorized overtime and undertime, while improving agent compliance through automated corrective actions.

Facilitating more effective adherence to defined schedules allows you to optimize resource utilization and increase productivity, thereby aligning organizational goals with workforce management practices.

What do I need to do?

No action is required. To learn more see Creating WFM automations to manage agent activity.