Coming soon: design updates to the Forecast page in Zendesk WFM

Announced on | Rollout on
May 22, 2025 | May 28, 2025

Zendesk WFM is making design updates to the menus on the Forecast page. These changes will not introduce new features, but will reorganize existing capabilities and move one feature.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is making updates to the Forecast page, including:

Folder creation: The option to create a new folder is moving from the bottom of the menu to the top of the menu.

Workstreams ordering and selection: Workstreams and folders will be ordered alphabetically, with no option to change the order. Workstreams and folder selection for inclusion in graphs and tables will be indicated with checkboxes instead of the current icon.
Current flow:

New flow:

Workstreams menu: The options menu associated with each workstream in the list will have minor changes.

Recalculate forecast option will not change.

Change color option will change to Go to workstream page. This option will redirect to the specific workstream page where multiple actions can be performed, including change workstream color, name, and conditions.

Historical volume option is moving from the left side to the right side (see the next bullet).

Historical volume section: Historical volume is moving from the options menu on the left side to the right side panel so that all parameters for the inbound volume and staffing calculations are together. The behavior remains the same. This section is filled in once the user selects the workstream to be edited.
The options for Use Zendesk data and Import your own data, along with their associated rules, will appear in this new section, instead of in a popup window.

Current flow:
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New flow:
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Why is Zendesk making these changes?

Zendesk is making these changes to improve the user experience for navigating the Forecast page.

What do I need to do?

We recommend that customers inform their teams about these upcoming changes, particularly the updated navigation. This proactive communication will help reduce any potential confusion and save time when the changes are rolled out. The Forecast page will automatically update during the rollout.