Announcing the ability to import forecast scenarios in WFM

Announced on | Rollout starts | Rollout ends
September 2, 2026 | September 2, 2026 | September 3, 2026

Zendesk Workforce Management (WFM) is excited to announce the general availability of forecast scenario imports.

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 import feature in Forecast scenarios lets you bring your own forecasted values into WFM forecast via CSV uploads. Two import options are available:

Forecasted inbound volume import: You can upload your inbound volume forecasts, and Zendesk WFM will use those values as input to its staffing calculations.

Forecasted inbound volume and required staffing import: You can upload inbound volume forecasts and final staffing numbers directly when you want to own both forecasting and capacity planning.

Why is Zendesk making this change?

If you have highly specific forecast and staffing calculation, aggregation, and rounding rules, you can now bring those trusted numbers into Zendesk WFM Forecast. By importing your customized inbound volumes and final staffing data directly into Forecast scenarios, you eliminate the need for manual reconciliation and preserve your existing workflows while taking advantage of other Zendesk WFM capabilities, such as auto‑scheduling and reporting. This reduces manual work, increases efficiency, speeds decision‑making, and lowers overhead.

What do I need to do?

No action is required. You can now import forecast scenarios. To learn more, see Importing forecast scenarios.

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.