Creating and managing teams in Zendesk WFM

Teams in Zendesk Workforce management (WFM) are a way for you to manage your roster and are part of your organization structure. You can create multiple teams and assign agents and managers to them. Managers of teams are responsible for receiving and responding to agents' time off and shift trade requests, along with any other requests that may arise.


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Add-on

Workforce Management (WFM) or Workforce Engagement Management (WEM)







Verified AI summary ◀▼
Create and manage teams to organize your workforce. Assign agents and managers to multiple teams, allowing managers to handle time off and shift trade requests. You can add or remove agents from teams and delete teams when needed. This feature helps streamline team management and improve organizational structure.




Teams in Zendesk Workforce management (WFM) are a way for you to manage your roster and
are part of your organization structure. You can create multiple teams and assign agents
and managers to them. Managers of teams are responsible for receiving and responding to
agents' time off and shift trade requests, along with any other requests that may
arise.
You must be a WFM admin or have a role with organization structure permission to
create and manage teams.
This article contains the following topics:
Creating teams
Editing agents assigned
to teams
Deleting
teams


Related articles:
Adding and removing users from multiple teams
in bulk in Zendesk WFM




Creating teams

Agents and managers can belong to multiple teams.
To create a team

In Workforce management, click
People in the sidebar, then select Teams.
Click +Add team.

Enter a Team name.
(Optional) Add a description.
Select a Manager from the list of users. Enter the beginning of a
manager's name to autocomplete or select from the drop-down menu.

Click Edit agents assigned to this team.

Select the users to add to the team.
Note: Managers aren't automatically added to
the team. They also need to be selected from the list of
agents.
All your users are listed, and you can filter them by group,
location, or team. Alternatively, you can also search for specific
users.

Click Apply, then click Add.




Editing agents assigned to teams

You can add and remove one or multiple agents' assigned to a team.


To add and remove users from multiple teams in bulk see Adding and removing users from multiple teams
in bulk in Zendesk WFM.

To add or remove agents assigned to a team

In Workforce management, click
People in the sidebar, then select Teams.
Click the team you want to add or remove agents from. A right-side panel
opens displaying information about the team.

Click Edit agents assigned to this team.
Select the users you want to add or remove from the team, then click
Apply.





Deleting teams

You can also delete teams.
To delete a team

In Workforce management, click
People in the sidebar, then select Teams.
Click the team you want to delete. A right-side panel opens displaying
information about the team.

Click Delete team.

In the confirmation dialog, click Delete.



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