Announcing an improved WFM access control experience

Announced on | Rollout on
June 2, 2025 | June 2, 2025

Zendesk Workforce Management (WFM) is introducing a new setting within the allow list functionality that lets you decide whether newly created users in Zendesk are automatically added to the list.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We're introducing a setting that lets you choose whether the allow list in WFM is automatically updated with new users created in Zendesk or remains unchanged when new users are added.

Why is Zendesk making this change?

This new setting reduces the need for manual adjustments to the allow list for customers who want the list to remain unchanged when new users are created in Zendesk.

By introducing this setting, Zendesk WFM adapts to customers’ workflows and minimizes the steps required to configure the account according to their needs.

What do I need to do?

No immediate action is required. This setting will be available automatically in your account. To learn how to configure it, see Managing user access in your WFM account.