Managing Zendesk WFM account settings

Admins can set and manage Zendesk Workforce management (WFM) account settings.


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






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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.


Note: Tracking and time tracker settings apply only to the WFM time tracker in Zendesk Support. If the unified agent status synchronization with WFM is active in your
account, agents should set their unified agent statuses in the Agent
Workspace.

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:

Note: Tracking settings apply only to accounts using general tasks and the WFM time tracker in Zendesk Support.
If the unified agent status integration with
WFM is active in your account, agents should click their profile icon in the top bar to
select the status they want instead.






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.