Accessing and viewing the WFM team members page

<body>
<p id="docs-hc-snippet" style="display: none;">The Team members page in Zendesk Workforce management (WFM) provides a central place for admins to view their team members’ information, such as their role, teams, assigned workstreams, and so on.</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">The User management page lets you view and manage team member details like roles, teams, and workstreams. You can search, filter, and sort team members by name or status, and manually sync updates to reflect changes faster. This feature helps you efficiently organize and access team member information, ensuring your support operations run smoothly.</p>
</div>

<div class="body">

<p class="p">The Team members page in Zendesk Workforce management (WFM) provides a central place for admins
to view their team members’ information, such as their role, teams, assigned workstreams, and
so on. </p>
<p class="p">A WFM user profile is different from a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">Zendesk user profile</a>. In a WFM user profile, you can <a class="xref" href="#topic_twr_4xy_1bc">view team member information</a> such as their
name, email address, time zone and current WFM account access status (active or inactive).
Specifically, from the WFM Team members page, you can <a class="xref" href="#topic_gb2_kcr_tbc">search for team members</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446311222042" target="_blank">export the list</a>, and <a class="xref" href="#topic_ych_1zy_1bc">refresh your list of team members</a>. You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9226702189082" target="_blank">add and remove users from teams</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822760145818" target="_blank">add and remove users from workstreams</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730" target="_blank">edit team members' tracking settings</a> individually or in bulk.</p>
<div class="note attention">
<span class="attentiontitle"></span> You can control access to Zendesk WFM through an allow or block list.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374452250" target="_blank">Managing user access in your WFM account</a>. </div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_t1q_jxy_1bc">
<li class="li" dir="ltr"><a class="xref" href="#topic_twr_4xy_1bc">Viewing team member WFM
information</a></li>
<li class="li"><a class="xref" href="#topic_gb2_kcr_tbc">Finding WFM team members</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ych_1zy_1bc">Refreshing the team members
list</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_twr_4xy_1bc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing team member WFM information</h2>
<div class="body">
<p class="p">From the Team members page in Zendesk WFM, you can view details about all the team members
in your account and search for specific team members.</p>
<p class="p"><strong class="ph b" id="topic_twr_4xy_1bc__docs-internal-guid-62a27538-7fff-8b10-ad96-1f5f5e5ac9e2">To access the Team members
page</strong></p>
<ul class="ul" id="topic_twr_4xy_1bc__ul_qk4_2dr_tbc">
<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_twr_4xy_1bc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span><p class="p"><img class="image" id="topic_twr_4xy_1bc__image_dlg_byy_1bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_usermgmt_access.png" width="800"></p>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_kmx_dyy_1bc">
<h3 class="title topictitle3" id="ariaid-title3">Team member information</h3>
<div class="body">
<p class="p">The following table describes the information you can view about users in your
account.</p>
<p class="p">Information on this page can be viewed only, not edited. To edit a team member's
information, such as their Zendesk user profile or their WFM role, refer to the
corresponding column in the table below for more information. To edit a team member's WFM
profile, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7446325512730" target="_blank">Editing WFM team member profiles</a>.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_kmx_dyy_1bc__table_zwj_kyy_1bc" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e156" style="vertical-align:top;">Column</th>
<th class="entry cellrowborder" id="d51e159" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Team member</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The team member’s full name and primary email address. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832485914" target="_blank">Editing team member user profiles</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Role</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The user’s WFM role. For example, Admin, Agent, or any custom role created in
your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Understanding WFM roles and permissions</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Zendesk default group</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The user’s default group. A user’s default group is different from your
Zendesk account’s default group. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828237722" target="_blank">About default groups</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Teams</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The WFM teams to which the user is assigned. Users can belong to more than
one team. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">Setting up teams in Zendesk WFM</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Workstreams</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The workstreams to which the user is assigned. Users can be assigned to
multiple workstreams. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">About Zendesk WFM workstreams</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Location</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The user’s assigned location. A user can only be assigned to one location.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">Setting up locations and shifts</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Shift</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">The shift the agent is assigned to. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">Setting up locations and shifts</a>.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e156" style="vertical-align:top;">Status</td>
<td class="entry cellrowborder" headers="d51e159" style="vertical-align:top;">
<p class="p" dir="ltr">The user’s status in your WFM account can be either active or
inactive. This status is controlled by your allow and block lists. The inactive
status reflects users who are still <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843830938" target="_blank">active in Zendesk Support</a> but not in
WFM, based on the allow and block lists. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374452250" target="_blank">Managing user access</a>.</p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888690842#topic_zfr_vq5_w2b" target="_blank">Suspended agents in Zendesk Support</a>
aren't visible on the WFM team members page. </p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gb2_kcr_tbc">
<h2 class="title topictitle2" id="ariaid-title4">Finding WFM team members</h2>
<div class="body">
<p class="p">You can <a class="xref" href="#topic_a2w_qdr_tbc">search</a> the list of WFM team members by name or email address. You can also <a class="xref" href="#topic_i41_zdr_tbc">filter</a> the list, such as by role or workstream, and <a class="xref" href="#topic_qfx_kgr_tbc">sort</a> by name and status to quickly find a
team member. </p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_a2w_qdr_tbc">
<h3 class="title topictitle3" id="ariaid-title5">Searching for WFM team members</h3>
<div class="body">
<p class="p">Searching by name or email address is the quickest way to find a team member. You can
search the whole list, or you can filter the list and search only the filtered
results.</p>
<div class="p">
<strong class="ph b">To search for team members</strong><ol class="ol" id="topic_a2w_qdr_tbc__ol_esn_5dr_tbc">
<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_a2w_qdr_tbc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span></li>
<li class="li" dir="ltr">Enter a team member’s name, partial name, or email address in the search
bar.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_i41_zdr_tbc">
<h3 class="title topictitle3" id="ariaid-title6">Filtering the list of WFM team members</h3>
<div class="body">
<p class="p">You can filter the list by any of the columns, except for the team member column.</p>
<ol class="ol" id="topic_i41_zdr_tbc__ol_qnz_12r_tbc">
<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_i41_zdr_tbc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Filter</strong>.</li>
<li class="li">In the Filter menu, click a column you want to filter by and then select options for
the column. Note that you can filter by more than one column at a time.<p class="p">For example,
you may want to filter the list by your Tickets and Chats workstreams for all team
members with an Active status.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_qfx_kgr_tbc">
<h3 class="title topictitle3" id="ariaid-title7">Sorting the list of WFM team members</h3>
<div class="body">
<p class="p">Filtering doesn't change the order of the list. You can sort the list by team member name
and status in both ascending and descending order.</p>
<div class="p">
<strong class="ph b">To sort the list of team members</strong><ol class="ol" id="topic_qfx_kgr_tbc__ol_mpz_sgr_tbc">
<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_qfx_kgr_tbc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span></li>
<li class="li" dir="ltr">To sort the list by name, click the <strong class="ph b">Team member</strong> column to sort the
list alphabetically in ascending (<img class="image" id="topic_qfx_kgr_tbc__image_vgz_vgr_tbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-up.png">) or descending order (<img class="image" id="topic_qfx_kgr_tbc__image_e42_wgr_tbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-down.png">).</li>
<li class="li">To sort the list by status, click the <strong class="ph b">Status</strong> column to sort the list by
active (<img class="image" id="topic_qfx_kgr_tbc__image_rrn_wgr_tbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-up.png">) or inactive (<img class="image" id="topic_qfx_kgr_tbc__image_zdt_wgr_tbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon-sort-path-down.png">) status.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ych_1zy_1bc">
<h2 class="title topictitle2" id="ariaid-title8">Refreshing the team members list</h2>
<div class="body">
<p class="p" dir="ltr">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank">add new agents and admins</a> to your Zendesk account,
they’re automatically synced to your WFM account every 12 hours. Any changes you make to
existing team members in your Zendesk account are also synced to your WFM account in 12
hours.</p>
<p class="p" dir="ltr">If you’d like your new team members and changes to appear in your WFM account
sooner, you can manually sync them.</p>
<div class="p">
<strong class="ph b">To manually sync team members</strong><ol class="ol" id="topic_ych_1zy_1bc__ol_omc_2zy_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_ych_1zy_1bc__d8e169" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team members</strong>.</span></li>
<li class="li">In the upper-right corner, click the <strong class="ph b">Resync team member list</strong> icon (<img class="image" id="topic_ych_1zy_1bc__image_xlm_czk_13c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_resync_team_icon.png" width="26">).<p class="p">The process may take a few moments.</p>
</li>
</ol>
</div>
</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/7052274669338-Accessing-and-viewing-the-WFM-User-management-page",
"url": "https://support.zendesk.com/hc/en-us/articles/7052274669338-Accessing-and-viewing-the-WFM-User-management-page",
"headline": "Accessing and viewing the WFM team members page",
"description": "You can view, search, filter, sort, and refresh detailed information about your workforce management team members on the Team members page to manage their roles, teams, workstreams, and status.",
"articleSection": "Setting up workforce management (WFM add-on)",
"datePublished": "2024-04-11T18:16:39+00:00",
"dateModified": "2026-04-20T08:49:46.459986+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7052274669338-Accessing-and-viewing-the-WFM-User-management-page"
},
"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>