Announcing out of adherence automations for Zendesk WFM

Announced on | Rollout starts | Rollout ends
June 30, 2026 | June 30, 2026 | July 1, 2026

Zendesk is introducing out of adherence automations for Zendesk Workforce Management (WFM). Admins can now configure automated real-time notifications that alert managers and agents the moment an agent is working on a task that doesn't match their current schedule.

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 June 30, WFM admins can configure out of adherence automations in WFM. When an agent is working on a task that doesn't match what's currently scheduled, the automation triggers a real-time in-product toast notification to the manager and/or the affected agent.

Admins can configure:

Who receives the notification: the manager, the agent, or both.

The conditions that trigger the automation: an agent working on an unscheduled task.

Notifications are designed to be real-time and targeted, so teams can identify and address schedule discrepancies immediately as they occur.

Why is Zendesk making this change?

Keeping agents on schedule is critical to meeting service level targets, but supervisors can't manually monitor every agent's activity in real time.

Without automated alerting, out of adherence situations often go unnoticed until they've already impacted coverage and performance metrics.

Out of adherence automations give WFM supervisors and managers the visibility they need to surface schedule deviations the moment they happen, enabling immediate course-correction rather than after-the-fact reporting. This improves schedule adherence and operational efficiency across the team.

What do I need to do?

Starting June 30, you can configure out of adherence automations in WFM. No sign-up is required. See About workforce management automations.

To set up the automation, go to WFM > Automations and use the new out of adherence run event, selecting who should be notified and under what conditions. See Creating WFM automations to manage agent activity.

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.