Announcing Zendesk WFM agent team schedule

Announced on | Rollout starts | Rollout ends
January 13, 2026 | January 13, 2026 | January 19, 2026

Zendesk WFM is releasing the ability for agents to view their colleagues' schedules for general availability.

Agents have always been able to check the WFM schedule published for them. Now, managers can decide whether to grant each agent visibility into the schedules of other agents within their scope.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Agents with permission and the appropriate scopes to view the team schedule within Zendesk Support will see a new tab in the Agent schedule. Clicking this tab displays a list of agents within their scope along with their published schedules.

Why is Zendesk making this change?

An important part of working in a team is knowing which team members and resources will be working, when, and on what. Agents with this visibility will be better informed about their work and responsibilities, as well as the overall support structures surrounding them.

What do I need to do?

Admins will see a new permission for the Team schedule on the WFM roles and permissions page. Activating this permission for a role allows agents in that role to access the Team schedule tab in their Zendesk Support Agent schedule. See Viewing and managing your schedule as an agent.

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.