Managing user access in your WFM account

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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 user access in your WFM account using allow and block lists. The allow list lets you specify who can access and have their activities tracked, while the block list restricts access. You can automatically add new team members to the allow list or manually manage entries. Remember, you can only use one list at a time to control access.</p>
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<p class="p" dir="ltr">Users are automatically added to Zendesk Workforce management (WFM) when they’re
added to your Zendesk account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Understanding WFM roles and permissions</a>.</p>
<p class="p" dir="ltr">As an admin, you can manage user access to WFM by using the allow and block lists.
These lists allow you to maintain a known list of users who either have access or are
restricted from your WFM account.</p>
<p class="p" dir="ltr">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_axy_ckk_1bc">
<li class="li" dir="ltr"><a class="xref" href="#topic_fhg_2kk_1bc">Controlling user access with the
allow list</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_vjp_skk_1bc">Restricting access with the block
list</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_bxy_ckk_1bc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329207834" target="_blank">Managing Zendesk WFM account settings</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fhg_2kk_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Controlling user access with the allow list</h2>
<div class="body">
<p class="p" dir="ltr">When you turn on the allow list and add users to it, only the users you specify
can access Zendesk WFM and have their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">activities tracked</a>. New team members added to your Zendesk account
with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944849237658" target="_blank">Staff member</a> user type will be
added to the allow list on the next sync or on the next <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338#topic_ych_1zy_1bc" target="_blank">manual sync</a>, unless you deselect the option to
automatically add new team members.</p>
<div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> Even when you control user access to WFM with the allow list, you’re
still billed for all agents in your Zendesk account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6851584037146" target="_blank">Buying Zendesk workforce management</a>.</div>
</div>
<p class="p"><strong class="ph b" id="topic_fhg_2kk_1bc__docs-internal-guid-ada6838a-7fff-1301-f7dd-2f59dd42d53b">To control user access with
the allow list</strong></p>
<ol class="ol" id="topic_fhg_2kk_1bc__ol_kdn_hkk_1bc">
<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_fhg_2kk_1bc__d8e176" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_admin_icon.png" width="16">
<strong class="ph b">Settings</strong> in the navigation bar, then select <strong class="ph b">Account settings</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Access control</strong> tab.</li>
<li class="li">Turn the <strong class="ph b">Allow list</strong> toggle to the on position.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can use either the allow list or block list; both can’t be used at the same
time.</div>
</div>
</li>
<li class="li">Enter the email addresses of the users you want to grant access to Zendesk WFM, one per
line. The emails you enter must exactly match those listed on the agents'
profiles.<p class="p"><img class="image" id="topic_fhg_2kk_1bc__image_xpv_tkp_mfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_allow_list.png" width="600"></p>
</li>
<li class="li">(Optional) Select or deselect the <strong class="ph b">Automatically add new team members</strong> option:<ul class="ul" id="topic_fhg_2kk_1bc__ul_prl_zkp_mfc">
<li class="li" dir="ltr">When selected, new users added to your Zendesk account with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944849237658" target="_blank">Staff member</a> user type will be added to the allow list
during the next sync, which occurs within 12 hours or on the next <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338#topic_ych_1zy_1bc" target="_blank">manual sync</a>.</li>
<li class="li" dir="ltr">When deselected, new team members will not be added to the allow list
during the next sync.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you deselect and later select this option again, only users added to your
Zendesk account from that point forward will be automatically added to the allow
list during the next sync. Existing team members with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4944849237658" target="_blank">Staff member</a> user type who are not yet on the list must
be added manually.</div>
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vjp_skk_1bc">
<h2 class="title topictitle2" id="ariaid-title3">Restricting access with the block list</h2>
<div class="body">
<p class="p" dir="ltr">Use the block list to restrict users from accessing Zendesk WFM and having
their activities tracked.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842" target="_blank">downgrade a user in Zendesk</a>, the user is also removed from your
WFM account and you don’t need to add them to the block list.</div>
</div>
<p class="p"><strong class="ph b" id="topic_vjp_skk_1bc__docs-internal-guid-2e02c13e-7fff-ce04-99c8-da6173c4f055">To restrict user access
with the block list</strong></p>
<ol class="ol" id="topic_vjp_skk_1bc__ol_svj_wkk_1bc">
<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_vjp_skk_1bc__d8e176" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_admin_icon.png" width="16">
<strong class="ph b">Settings</strong> in the navigation bar, then select <strong class="ph b">Account settings</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Access control</strong> tab.</li>
<li class="li">Turn the <strong class="ph b">Block list</strong> toggle to the on position.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can use either the allow list or block list; both can’t be used at the same
time.</div>
</div>
</li>
<li class="li">Enter the email addresses of the users who you want to restrict from using Zendesk WFM.
The emails you enter must exactly match those listed on the agents' profiles.<p class="p"><img class="image" id="topic_vjp_skk_1bc__image_jt1_zkk_1bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_settings_block_list.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
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