Viewing and managing agents' time off requests

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<p id="docs-hc-snippet" style="display: none;">The Time off management page lets workforce management (WFM) admins andteam members in custom roles with permissionview agents’ time off requests and approve or deny them.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Manage agents' time off requests through the Time off management page, where you can approve, deny, or reopen requests. Communicate with agents using comments and internal notes. Understand how full-day and partial requests align with scheduled shifts and billable hours. Notifications keep you informed of requests, and you can adjust closed requests as needed, ensuring accurate tracking and communication.</p>
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<p class="p" dir="ltr">The Time off management page lets workforce management (WFM) admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">team members in custom roles with permission</a> view agents’ time off
requests and approve or deny them.</p>
<p class="p">When agents submit a time off request, they select one of the time off reasons defined for
your organization. You can approve, deny, or reopen requests. You can also choose to respond with a
comment that is sent to the agent making the request or include an internal note that is
visible to other admins.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Additionally, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274654710042" target="_blank">create rules that automatically approve agents' time off
requests</a>.</div>
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<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_ezs_fys_kbc">
<li class="li"><a class="xref" href="#topic_rv1_4wb_j3c">Understanding time off
requests</a></li>
<li class="li"><a class="xref" href="#topic_t2b_1hs_kbc">Viewing agent's time off
requests</a></li>
<li class="li"><a class="xref" href="#topic_hmc_zxs_kbc">Approving or denying a time off
request</a></li>
<li class="li"><a class="xref" href="#topic_l4f_bys_kbc">Reopening a closed time off
request</a></li>
</ul>
</div>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_j12_lwb_j3c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329403034" target="_blank">Creating time off reasons for agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rv1_4wb_j3c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding time off requests</h2>
<div class="body">
<p class="p" dir="ltr">A full-day request maps to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">agent's scheduled shift</a> for that day, such as a 9-hour shift
instead of 24 hours. If an agent has multiple shifts starting in a day, all shifts will be
covered by corresponding time off blocks. </p>
<p class="p" dir="ltr">Overnight shifts are attributed to the day they start and are fully covered if an
agent requests a full day off.</p>
<p class="p" dir="ltr">Billable hours apply to both full-day and partial time off and represent the
amount of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__paid_time" target="_blank">paid time</a> that time off covers. They equal the shift
duration minus any unpaid portions, such as lunch or other unpaid tasks.</p>
<p class="p"><img class="image" id="topic_rv1_4wb_j3c__image_jk5_j3l_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_time_off_reasons_page.png" width="850"></p>
<p class="p" dir="ltr">Billable hours are only counted on days when the agent is scheduled to work
according to their assigned location settings. For example, if an agent never works
weekends, a two-week time off spanning a weekend counts only the weekdays toward billable
hours.</p>
<p class="p" dir="ltr">On the agent side, full-day time off requests map to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402#topic_wf4_yl4_zzb" target="_blank">time zone of the agent’s assigned location</a>. Agents
see an in-product notification during the request. This ensures managers and agents share
the same source of truth for time off timing.</p>
<p class="p" dir="ltr">Time off blocks and billable hours are calculated when the request is <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443360882586#topic_avn_v5l_3hc" target="_blank">submitted</a> and won't change retroactively if the
agent’s shift changes later. You can delete a time off request and add it back to trigger a
new calculation.</p>
<p class="p" dir="ltr">Agents can cancel a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443360882586" target="_blank">time off request</a> anytime before the time off starts, whether the
request is approved or still pending. This action doesn’t require manager approval.</p>
<p class="p" dir="ltr">Time off entries that a manager deletes from the Schedule page no longer appear
in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443393050394" target="_blank">Time off management</a>. Information about those entries remains
available in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6641426375066" target="_blank">Audit logs</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t2b_1hs_kbc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing time off requests</h2>
<div class="body">
<p class="p">You can view pending and closed time off requests by team or by a specific agent.
Closed time off requests are requests that have already been approved or denied.</p>
<div class="p" dir="ltr">
<div class="note tip">
<span class="tiptitle">Tip:</span> Agents can view their own time off requests and their status for the
past 30 days and up to one year in advance in their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">Zendesk Workforce Management schedule</a>.</div>
</div>
<div class="p">
<strong class="ph b">To view time off requests</strong><ol class="ol" id="topic_t2b_1hs_kbc__ol_c32_xhs_kbc">
<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_t2b_1hs_kbc__d8e336" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Scheduling</strong> in the sidebar, then select <strong class="ph b">Time off</strong>.</span><p class="p">By default, pending time off requests are displayed.</p>
</li>
<li class="li">(Optional) Select a team from the left sidebar to view that teams' time off
requests.</li>
<li class="li">To view a specific agent's time off requests, select the agent from the sidebar. You
can also search for agents by name or email. <p class="p"><img class="image" id="topic_t2b_1hs_kbc__image_vc4_w3s_kbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_to_view_requests.png" width="600"></p>
</li>
<li class="li">To view approved or denied time off requests for a team or specific agent, click
<strong class="ph b">Closed</strong>.<p class="p"><img class="image" id="topic_t2b_1hs_kbc__image_kjz_gjs_kbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_to_approved_denied.png" width="600"></p>
<p class="p">You can see who approved or denied the requests in the Status
column.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_hmc_zxs_kbc">
<h2 class="title topictitle2" id="ariaid-title4">Approving or denying a time off request</h2>
<div class="body">
<p class="p">You'll receive an email notification when an agent requests time off. If the agent belongs
to multiple teams, managers of all the teams the agent is assigned to receive the
notification. If your organization hasn't set up multiple teams, then any WFM admin or team
member with permission can manage requests.</p>
<div class="p">
<strong class="ph b">To approve or deny a time off request</strong><ol class="ol" id="topic_hmc_zxs_kbc__ol_vhc_s11_lbc">
<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_hmc_zxs_kbc__d8e336" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Scheduling</strong> in the sidebar, then select <strong class="ph b">Time off</strong>.</span></li>
<li class="li">Hover over the request you want to approve or deny, then click the options menu (
<img class="image" id="topic_hmc_zxs_kbc__image_tzv_cb1_lbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) in the Action column.</li>
<li class="li">Select either <strong class="ph b">Approve request</strong>, <strong class="ph b">Deny request</strong>, or <strong class="ph b">Respond with
comment</strong>.<p class="p"><img class="image" id="topic_hmc_zxs_kbc__image_gtm_fb1_lbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_timeoff_pending_actions.png" width="600"></p>
</li>
<li class="li">If you respond with a comment, enter a message to the requester. <p class="p">You can also enter
an internal note that will be visible to other managers and admins, but not to the
requester.</p>
<p class="p"><img class="image" id="topic_hmc_zxs_kbc__image_em5_5b1_lbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_timeoff_respond_comment.png" width="450"></p>
<p class="p">After you approve or deny a request, it moves to the Closed
tab.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_l4f_bys_kbc">
<h2 class="title topictitle2" id="ariaid-title5">Reopening closed time off requests</h2>
<div class="body">
<p class="p">Closed time off requests are requests that were already approved or denied. </p>
<p class="p">WFM admins and team members with permission can reopen closed requests as needed.</p>
<div class="p">
<strong class="ph b">To reopen a closed time off request</strong><ol class="ol" id="topic_l4f_bys_kbc__ol_fxp_nc1_lbc">
<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_l4f_bys_kbc__d8e336" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_calendar.png" width="16">
<strong class="ph b">Scheduling</strong> in the sidebar, then select <strong class="ph b">Time off</strong>.</span></li>
<li class="li">Find the agent or team whose closed time off requests you want to reopen.</li>
<li class="li">Click <strong class="ph b">Closed</strong>.</li>
<li class="li">In the Status column, hover over the request's status and click the options menu
(<img class="image" id="topic_l4f_bys_kbc__image_vrl_dd1_lbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">).<p class="p"><img class="image" id="topic_l4f_bys_kbc__image_npq_fd1_lbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_timeoff_closed_reopen.png" width="600"></p>
</li>
<li class="li">Depending on the status of the request, select one of the following options:<ul class="ul" id="topic_l4f_bys_kbc__ul_pqf_kd1_lbc">
<li class="li">
<strong class="ph b">Approve request</strong> or <strong class="ph b">Deny request</strong>
</li>
<li class="li">
<strong class="ph b">Reopen request</strong>
</li>
<li class="li"><strong class="ph b">Reopen and respond with comment</strong></li>
</ul>
<p class="p">If you reopen a request, it's moved to the Pending tab.</p>
</li>
</ol>
</div>
</div>
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