Managing Zendesk WFM account settings

Admins can manage Workforce Management (WFM) account settings to customize your organization's preferences. You can set general account details, time zone preferences, and manage agent tracking. Control features like auto-tracking and task lock to streamline time and attendance management. Adjust WFM time tracker options to suit your team's workflow, ensuring efficient task management and accurate time tracking.


Admins can set and manage Zendesk Workforce management (WFM) account settings.
These settings include general account information, such as the organization’s name and account owner, as well as time zone preferences, agent tracking, and options for the WFM time tracker in Zendesk Support
This article contains the following topics:

Accessing WFM account settings
About WFM account settings

Related articles

Accessing and viewing the WFM User management page



Accessing WFM account settings

Admins can access the WFM Account settings page.

To access the Account settings page

In Workforce management, click Settings in the navigation bar, then select Account settings.





About WFM account settings

From the Settings page, users with permission can use the General tab to manage information about their organization, as well as other WFM time tracker options.
The table below describes your WFM account general settings.





Setting
Description




Company name
Your organization's name.


Full name
The first and last name of the account owner. The account owner must be an admin in both Zendesk Support and WFM.


Email
The account owner’s email address.


Time preferences:




Time zone


Your default WFM account time zone.
Note that the account’s default time zone applies only when a user doesn’t have an assigned time zone. See Adding a location to set a user’s time zone.





Week start


Choose either Sunday or Monday as the start of your work week.


Tracking:




Turn on auto-tracking


With auto-tracking on, Zendesk WFM takes care of time and attendance management for most of your workflows. The first activity that the agent does automatically clocks them in and starts their day.
Deactivating auto-tracking allows agents to manually start and end their days.
Moving between tabs and views in Zendesk support no longer automatically triggers a new activity event.
The auto-tracking account-level setting is active and applied to new team members by default. User settings take precedence over account settings. When you edit your account-level auto-tracking setting, the change does not apply to team members who have auto-tracking set on a user level already, only to new team members.





Turn on task lock


Activate or deactivate task lock for agents at the account level. Task lock allows agents to remain clocked into a single ticket or task while opening other tickets.
The task lock account-level setting is active and applied to new team members by default. User settings take precedence over account settings. When you edit your account-level task lock setting, the change does not apply to team members who have task lock set on a user level already.



Zendesk time tracker options:




Timer


Set whether the timer appears to agents in the WFM time tracker in Zendesk Support.




General tasks (Clock)


Set whether general tasks appear to agents in the WFM time tracker in Zendesk Support. If you turn this setting off, agents cannot manually select a general task.




As an admin, you can also control access to your account using the Access control tab. See Managing user access in your WFM account.