Announcing team visibility settings for time off reasons

Announced on | Rollout starts | Rollout ends
Jun 23, 2026 | Jun 23, 2026 | Jun 30, 2026

Zendesk WFM is introducing a new team visibility setting for time off reasons, giving managers and admins greater control over which teams can see and use specific time off reasons. Instead of every agent on an account having access to all time off reasons, you can now tailor leave options to reflect your teams' specific locations, perks, and policies.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Time off reasons will now include a teams setting, allowing managers to control which teams can see and use each reason.

When creating or editing a time off reason, managers can select one or more teams from a new Teams field, and agents will only see the reasons assigned to their team when submitting a time off request. The Time off reasons page will reflect this with a new Teams column, and bulk actions will allow managers to add or remove team assignments across multiple reasons at once.

Why is Zendesk making this change?

Currently, all time off reasons are visible to every agent on a given account, which isn’t granular enough for most customers.

It’s common to have specific reasons that only some teams can use, such as leave types tied to geographical location, perks granted to specialist teams, or manager-only leave types that agents can’t request themselves but that managers and admins can still manually assign in the Schedule.

What do I need to do?

No action is required. When this feature rolls out, all existing teams will automatically be added to all existing time off reasons, ensuring no disruption to your current setup. After the migration, we encourage you to review your Time off reasons and adjust the team assignments as needed to make sure everything is configured to your requirements. See Creating and managing time off reasons for agents.

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.