Announcing a new permissions structure and greater granularity for teams in Zendesk WFM

Announced on | Rollout on
July 30, 2026 | July 30, 2026

Zendesk is introducing a redesigned permissions configuration page and a new granular permission level for Teams in Zendesk Workforce Management (WFM). Admins can now configure permissions at a more granular level and, for the first time, grant read-only access to Teams, giving supervisors visibility without the ability to make changes.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Starting July 30, WFM admins will see an updated Permissions configuration page with a new grouped structure that makes it easier to manage access across feature areas. Permissions are now organized into sections: Monitoring, Reporting, Forecasting, Scheduling, People, Settings, and Agent, each with top-level options and the ability to set custom permissions per feature.

As part of this update, the Teams permission under People introduces a new view-only level:

No access: The Teams page isn’t accessible.

View only: The user can view team details, but all edit options, input fields, and action buttons are hidden.

View and manage: Full access to view, create, edit, and delete teams. This behavior remains unchanged.

All permission changes are captured in the WFM Audit Logs.

Why is Zendesk making this change?

Previously, WFM roles offered only binary access to Teams, either full management access or none at all. This made it difficult to give supervisors or read-only users visibility into team structure without also granting them the ability to make changes, which posed a risk in accounts where team configuration needs tight control.

The new view-only permission closes this gap, enabling admins to grant appropriate visibility to the right people without compromising control over team configuration.

What do I need to do?

Starting July 30, the updated Permissions page is available in WFM. No sign-up is required.

To review or update your roles, go to WFM > Settings > Roles and permissions, and update any roles that should use the new view-only Teams permission. See Understanding WFM roles and permissions.

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.