About Zendesk WFM workstreams

<body>
<p id="docs-hc-snippet" style="display: none;">Workstreams are part of your organization structure and serve as one of Zendesk Workforce Management’s (WFM) main building blocks. They're sets of tickets that agents work on and are similar to your regularZendesk channels, such as tickets, chats, and voice.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_wfm">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Workstreams help organize your team's workload by grouping tickets based on specific conditions, like email or regional calls. They inform forecasts and schedules, ensuring efficient resource allocation. You can create, edit, and delete workstreams, and even combine or prioritize them through the Early Access Program. This flexibility allows you to tailor workstreams to match your team's unique needs and priorities.</p>
</div>

<div class="body">

<p class="p" dir="ltr">Workstreams are part of your organization structure and serve as one of Zendesk
Workforce Management’s (WFM) main building blocks. They're sets of tickets that agents work on
and are similar to your regular <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">Zendesk channels</a>, such as tickets, chats, and voice. </p>
<p class="p" dir="ltr">You define workstreams based on specific conditions to create custom channels or
segmentations that reflect your team's work. For example, your team might respond to emails
from a specific ticket form or take calls from a particular region. </p>
<p class="p" dir="ltr">Your forecasts are generated based on workstreams, which in turn inform your
schedule. </p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_lqh_bjz_11c">
<li class="li"><a class="xref" href="#topic_uhy_2jz_11c">Understanding workstreams</a></li>
<li class="li"><a class="xref" href="#topic_br5_tjz_11c">Creating workstreams</a></li>
<li class="li"><a class="xref" href="#topic_qg3_rkz_11c">Editing workstreams</a></li>
<li class="li"><a class="xref" href="#topic_tg4_lsz_11c">Deleting workstreams</a></li>
<li class="li"><a class="xref" href="#topic_qbx_1tz_11c">Creating combined workstreams</a></li>
<li class="li"><a class="xref" href="#topic_i1y_s5z_11c">Prioritizing workstreams (EAP)</a></li>
</ul>
</div>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_wrc_ywr_ygc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10797948805402" target="_blank">Best practices and tips for creating and managing workstreams</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822760145818" target="_blank">Adding and removing users from multiple workstreams in bulk
in Zendesk WFM</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_uhy_2jz_11c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding workstreams</h2>
<div class="body">
<p class="p">Workstreams capture tickets created after you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">buy the Zendesk WFM add-on</a>. </p>
<p class="p">Workstreams take into account each time a ticket enters a workstream, including changes
made from one workstream to another. </p>
<p class="p" dir="ltr">When you run preview conditions on Workstreams, it shows how many tickets have
entered a workstream over the past 30 days. </p>
<p class="p">The workstream's preview match does not reflect unique tickets entering a workstream. Each
time a ticket enters that workstream, it's counted, including when a ticket is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8263915942938" target="_blank">reopened</a>.</p>
<p class="p" dir="ltr">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354" target="_blank">Forecast</a> (where your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354#topic_ub5_whd_tzb" target="_blank">historical volume</a> lives) is recalculated
when you change workstream conditions. </p>
<p class="p">The example below illustrates the workstream count:</p>
<p class="p"><img class="image" id="topic_uhy_2jz_11c__image_hlw_hjz_11c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_workstream_count_example.png" width="600"></p>
<p class="p" dir="ltr">Tickets created before you buy the WFM add-on aren't matched to workstreams
in the agent activity page, but are counted towards the historical volume in the
forecast.</p>
<p class="p">If the matching criteria are met only in an update made after the ticket is set to Solved,
the ticket fails to match the workstream.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_br5_tjz_11c">
<h2 class="title topictitle2" id="ariaid-title3">Creating workstreams</h2>
<div class="body">
<p class="p">When you first add Zendesk WFM to your account, ticket, voice, and chat workstreams are
created by default. You can also create additional workstreams.</p>
<p class="p" dir="ltr">You must be an<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank"> admin or user with permission</a> to access the Workstreams page.</p>
<p class="p">For the best results, don't exceed 50 workstreams or
assign more than 5000 agents to a single workstream.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> To add multiple users to workstreams at once, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822760145818" target="_blank">Adding and removing users from multiple workstreams in bulk in Zendesk
WFM</a>.</div>
</div>
<p class="p">When selecting workstream conditions, keep in mind that <strong class="ph b">Meet ALL of the following
conditions</strong> uses the <em class="ph i">and</em> operator. This means that each condition in this
section must be true for a ticket for the workstream to identify it. Conditions in the
<strong class="ph b">Meet ANY of the following conditions</strong> use the <em class="ph i">or</em> operator. This means that at
least one condition in this section must be true for a ticket to be calculated in the
workstream.</p>
<p class="p" dir="ltr"><strong class="ph b">Workstream conditions logic</strong></p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_br5_tjz_11c__table_ulb_wsv_xcc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Logic</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Behavior</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" rowspan="2" style="vertical-align:top;">
<p class="p" dir="ltr"><strong class="ph b">Meet ALL of the following conditions</strong></p>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">include</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">All specified values must be present.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">don’t include</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">All specified values must be absent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" rowspan="2" style="vertical-align:top;">
<p class="p" dir="ltr"><strong class="ph b">Meet ANY of the following conditions</strong></p>
</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">include</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">At least one specified value must be present.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">don’t include</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">At least one specified value must be absent.</td>
</tr>
</tbody>
</table>
</div>
<p class="p">When a ticket doesn't meet the conditions of any workstreams, it’s labeled <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538-Workforce-management-glossary#NoWorkstreams" target="_blank">No Workstream</a> in black under your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">Agent Activity</a>. The <em class="ph i">No Workstream</em> status is also displayed in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331637018" target="_blank">Agent Status</a> and in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698" target="_blank">Reports</a>.</p>
<p class="p">If a ticket meets the conditions for two or more workstreams simultaneously it’s labeled
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538-Workforce-management-glossary#MultipleWorkstreams" target="_blank">Multiple Workstreams</a>. </p>
<div class="note attention">
<span class="attentiontitle"></span> To troubleshoot issues with tickets marked as No Workstream that you
believe meet a workstream condition, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6947927377818" target="_blank">Why do I see some agent activity entries in black?</a>.</div>
<p class="p"><strong class="ph b">To create workstreams</strong></p>
<ol class="ol" id="topic_br5_tjz_11c__ol_yc5_xjz_11c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_br5_tjz_11c__d8e200" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Workstreams</strong>.</span></li>
<li class="li">Click <strong class="ph b">Workstreams</strong>.</li>
<li class="li">Click the plus sign (<strong class="ph b">+</strong>) icon, then select <strong class="ph b">Workstream</strong>.<p class="p"><img class="image" id="topic_br5_tjz_11c__image_csy_zjz_11c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_org_structure_workstream_create.png" width="400"></p>
</li>
<li class="li">Enter a <strong class="ph b">Workstream name</strong>.</li>
<li class="li">(Optional) Describe the purpose of the workstream.</li>
<li class="li">Choose a color for the workstream or add a custom color by clicking the palette icon.
The color you select is used in the forecast visualization.<p class="p"><img class="image" id="topic_br5_tjz_11c__image_uvp_dkz_11c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_org_structure_workstreams_define_new.png" width="300"></p>
</li>
<li class="li">Click the <strong class="ph b">Conditions</strong> tab.</li>
<li class="li">Choose a <strong class="ph b">Contact via</strong> type. <p class="p">For example, tickets, chat or voice. You can define
by type with more granularity for tickets and voice channels.</p>
<p class="p"><img class="image" id="topic_br5_tjz_11c__image_xmg_gkz_11c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_workstreams_define_type.png" width="300"></p>
</li>
<li class="li">Select additional conditions by choosing a specific group, tag, brand, or form that you
use in Zendesk.</li>
<li class="li">Click<strong class="ph b"> Preview</strong> to verify the conditions and that the workstream will show you the
expected values. </li>
<li class="li">Click the <strong class="ph b">Agents</strong> tab and select which agents to assign to the workstream. You can
filter the agents list by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722#topic_jsd_kss_4nb" target="_blank">Zendesk default group</a>, team, and location.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Choose the team members that have the skill to perform the type of
work you're specifying for the workstream. This doesn't affect the forecast
calculations, but is used with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">automated schedule</a>.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qg3_rkz_11c">
<h2 class="title topictitle2" id="ariaid-title4">Editing workstreams</h2>
<div class="body">
<p class="p">When you edit a workstream and change its conditions, the updates are visible on the ticket
tracking only after a user updates the ticket.</p>
<p class="p"><strong class="ph b">To edit a workstream</strong></p>
<ol class="ol" id="topic_qg3_rkz_11c__ol_bz2_tkz_11c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_qg3_rkz_11c__d8e200" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Workstreams</strong>.</span></li>
<li class="li">Select the workstream you want to edit.</li>
<li class="li">Make any changes, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_tg4_lsz_11c">
<h2 class="title topictitle2" id="ariaid-title5">Deleting workstreams</h2>
<div class="body">
<p class="p">Deleting a WFM workstream does not affect any historical data. However, since the
workstream no longer exists, it will affect data going forward, including your existing
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">schedules</a> that include the workstream.</p>
<div class="note note">
<span class="notetitle">Note:</span> Deleting a workstream is permanent and can't be undone.</div>
<p class="p"><strong class="ph b">To delete a workstream</strong></p>
<ol class="ol" id="topic_tg4_lsz_11c__ol_fzh_5sz_11c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_tg4_lsz_11c__d8e200" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Workstreams</strong>.</span></li>
<li class="li">Select the workstream you want to delete.</li>
<li class="li">Click <strong class="ph b">Actions</strong>, then select <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete workstream</strong> to confirm. This action can't be undone.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_qbx_1tz_11c">
<h2 class="title topictitle2" id="ariaid-title6">Creating combined workstreams</h2>
<div class="body">
<p class="p" dir="ltr">Combined workstreams allow admins and users with permission to schedule multiple
workstreams at the same time and ensure <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__in_adherence_time" target="_blank">adherence</a> is properly tracked, regardless of which
workstream the agent is working in.</p>
<p class="p" dir="ltr">When generating schedules, the algorithm decides whether it's best to schedule a
user for a single workstream or a combined workstream for that specific period to ensure the
most efficient resource allocation.</p>
<p class="p" dir="ltr">You can also control how combined workstreams are used when generating schedules
using the Scheduling settings. When the <a class="xref" href="#topic_qbx_1tz_11c__activate_schedule_combined">Schedule combined
workstreams option is activated</a>, the scheduling algorithm uses only combined
workstreams when creating a schedule. It will consider any individual workstreams that are
not part of any combined workstream afterwards.</p>
<p class="p" dir="ltr">General tasks and workstreams defined in your intraday variants are still
scheduled as defined in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">location shifts</a>.</p>
<p class="p"><strong class="ph b" id="topic_qbx_1tz_11c__creating_combined_workstreams">To create combined workstreams</strong></p>
<ol class="ol" id="topic_qbx_1tz_11c__ol_egk_htz_11c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_qbx_1tz_11c__d8e200" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Workstreams</strong>.</span></li>
<li class="li">Click the plus sign (<strong class="ph b">+</strong>) icon, then select <strong class="ph b">Combined workstream.</strong>
</li>
<li class="li">Enter a name for the combined workstream.</li>
<li class="li">Select the <strong class="ph b">Workstreams</strong> you want to combine.<p class="p"><img class="image" id="topic_qbx_1tz_11c__image_xsp_jtz_11c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_workstreams_combo_create.png" width="300"></p>
</li>
<li class="li">(Optional) Describe the purpose of the combined workstream.</li>
<li class="li">Choose a color for the workstream or add a custom color by clicking the palette icon.
The color you select is used in the forecast visualization.</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">The algorithm will now decide whether it’s best to schedule a user
for a single workstream or a combined workstream.</p>
<p class="p">You can identify combined
workstreams in the All workstreams panel by their icons.</p>
<p class="p"><img class="image" id="topic_qbx_1tz_11c__image_ukc_mtz_11c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_workstreams_sidebar_combo_icon.png" width="200"></p>
</li>
</ol>
<p class="p" dir="ltr">To use only combined workstreams <a class="xref" href="#topic_qbx_1tz_11c__activate_schedule_combined">activate the Schedule
combined workstreams setting</a>. Instead of the default behavior where the algorithm
decides whether it’s best to schedule a user for a single workstream or a combined
workstream when creating a schedule, it will consider only combined workstreams and any
individual workstreams that aren't part of any combined workstream afterward.</p>
<p class="p"><strong class="ph b" id="topic_qbx_1tz_11c__activate_schedule_combined">To activate the Schedule combined workstreams
setting</strong></p>
<ol class="ol" id="topic_qbx_1tz_11c__ol_azc_twg_xhc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_qbx_1tz_11c__d8e200" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Workstreams</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Scheduling settings</strong> icon <img class="image" id="topic_qbx_1tz_11c__image_qsz_bxg_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png"> next to All workstreams.<p class="p"><img class="image" id="topic_qbx_1tz_11c__image_i1l_txg_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_scheduling+settings.png" width="600"></p>
</li>
<li class="li">Select <strong class="ph b">Schedule combined workstreams</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>. <p class="p">The scheduling algorithm starts using only combined workstreams
when creating a schedule. It will consider any individual workstreams that are not part
of any combined workstream afterwards. Existing schedules are not affected by these
changes.</p>
</li>
</ol>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can see the exact number of people scheduled for combined workstreams
in your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794#topic_i1n_gsl_k2c" target="_blank">Schedule staffing panels</a>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_i1y_s5z_11c">
<h2 class="title topictitle2" id="ariaid-title7">Prioritizing workstreams (EAP)</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> Workstream prioritization is currently in an Early Access Program (EAP). You
can <a class="xref" href="https://docs.google.com/forms/d/e/1FAIpQLSec7J9g91jmtJNtVKtRQKo2a5XA6ajQ68FSUWwEO4T3XU16sA/viewform" target="_blank">sign up for the EAP here</a>.</div>
<p class="p" dir="ltr">You can prioritize your workstreams from highest to lowest. Prioritize
workstreams whose channels or nature of work are most important to your business. For
example, you may want to prioritize your Voice workstream first since phone calls can't wait
like emails. </p>
<p class="p" dir="ltr">The algorithm will still schedule all workstreams based primarily on the
forecast; however, priority adds a "bonus point" for a workstream to be selected by the
algorithm. </p>
<p class="p" dir="ltr">Setting the priority matters only when the forecasted demand is similar between
two workstreams or when the demand is fulfilled or really small. In these cases, priority
helps in the decision making to schedule the higher priority workstream first until their
forecasted demand is covered. Your other workstreams are then scheduled in sequence based on
their priority level. However, if the lowest priority workstream has highest demand, it
still gets scheduled before other workstreams.</p>
<p class="p"><strong class="ph b">To prioritize workstreams</strong></p>
<ol class="ol" id="topic_i1y_s5z_11c__ol_czv_wwz_11c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_i1y_s5z_11c__d8e200" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Workstreams</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Scheduling settings</strong> icon <img class="image" id="topic_i1y_s5z_11c__image_zds_v1h_xhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png"> next to All workstreams.</li>
<li class="li">Select <strong class="ph b">Custom workstream priority</strong>.</li>
<li class="li">Click the dropdown menu next to a workstream and select a priority level.<p class="p"><img class="image" id="topic_i1y_s5z_11c__image_mzy_y1h_xhc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/wfm_combined_workstreams.png" width="600"></p>
</li>
<li class="li">Continue to set the priority for all of your workstreams, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/6443314489242-About-Zendesk-WFM-workstreams",
"url": "https://support.zendesk.com/hc/en-us/articles/6443314489242-About-Zendesk-WFM-workstreams",
"headline": "About Zendesk WFM workstreams",
"description": "You can create, edit, delete, combine, and prioritize workstreams to organize and manage ticket handling and scheduling based on specific conditions within your workforce management system.",
"articleSection": "Setting up workforce management (WFM add-on)",
"datePublished": "2023-11-30T20:08:41+00:00",
"dateModified": "2026-06-15T12:44:45.732185+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/6443314489242-About-Zendesk-WFM-workstreams"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>