Announcing the ability to add notes in the WFM schedule

Announced on | Rollout starts | Rollout ends
April 16, 2025 | April 16, 2025 | April 18, 2025

Zendesk Workforce Management (WFM) is enhancing the scheduling experience by allowing you to add notes to scheduled tasks.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Sometimes a task requires an extra comment or an extra piece of information to make it clear and straightforward. With the schedule notes feature, you can provide any additional details for your agents. Leave notes on tasks to describe what a meeting is about, which specific chats to focus on, which view/queue to monitor, or just wish your team a great day right on their schedule.

Why is Zendesk making this change?

We heard your feedback about needing to be able to provide more context about tasks on the schedule for agents. Now, it's possible and a task note can be added right into a shift template, which makes the schedule always generate with your note included.

What do I need to do?

You don’t need to take any specific action, add schedule notes as you wish. Learn more about Adding notes to shift templates or WFM scheduling in general.

You can also learn more about getting started with workforce management.