Creating and managing teams in Zendesk WFM

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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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">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.</p>
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<p class="p">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.</p>
<p class="p">You must be a WFM admin or have a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090#topic_zcx_t1c_1bc" target="_blank">role with organization structure permission</a> to
create and manage teams.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_sjx_ns2_m2c__ul_vjt_zs2_m2c">
<li class="li"><a class="xref" href="#topic_jqy_st2_m2c">Creating teams</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_mr2_gzq_tgc">Editing agents assigned
to teams </a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_zcn_31r_tgc">Deleting
teams</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_sjx_ns2_m2c__ul_zlb_x2s_1fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9226702189082" target="_blank">Adding and removing users from multiple teams
in bulk in Zendesk WFM</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Creating teams</h2>
<div class="body">
<p class="p">Agents and managers can belong to multiple teams.</p>
<p class="p"><strong class="ph b">To create a team</strong></p>
<ol class="ol" id="topic_jqy_st2_m2c__ol_lzj_dvz_ffc">
<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_jqy_st2_m2c__d8e185" 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">Teams</strong>.</span></li>
<li class="li">Click <strong class="ph b">+Add team</strong>.<p class="p"><img class="image img-screenshot" id="topic_jqy_st2_m2c__image_ucq_hmq_13c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_about_teams_page.png" width="600"></p>
</li>
<li class="li">Enter a <strong class="ph b">Team name</strong>.</li>
<li class="li">(Optional) Add a <strong class="ph b">description</strong>.</li>
<li class="li">Select a <strong class="ph b">Manager</strong> from the list of users. <p class="p">Enter the beginning of a
manager's name to autocomplete or select from the drop-down menu.</p>
</li>
<li class="li">Click <strong class="ph b">Edit agents assigned to this team</strong>.<p class="p"><img class="image img-screenshot" id="topic_jqy_st2_m2c__image_swk_mxs_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_orgstructure_teams_create.png" width="400"></p>
</li>
<li class="li">Select the users to add to the team.<div class="note note">
<span class="notetitle">Note:</span> Managers aren't automatically added to
the team. They also need to be selected from the list of
agents.</div>
<p class="p">All your users are listed, and you can filter them by group,
location, or team. Alternatively, you can also search for specific
users.</p>
</li>
<li class="li">Click <strong class="ph b">Apply</strong>, then click <strong class="ph b">Add</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mr2_gzq_tgc">
<h2 class="title topictitle2" id="ariaid-title3">Editing agents assigned to teams </h2>
<div class="body">
<p class="p" dir="ltr">You can add and remove one or multiple agents' assigned to a team. </p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> To add and remove users from multiple teams in bulk see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">Adding and removing users from multiple teams
in bulk in Zendesk WFM</a>.</div>
</div>
<p class="p"><strong class="ph b">To add or remove agents assigned to a team</strong></p>
<ol class="ol" id="topic_mr2_gzq_tgc__ol_nr2_gzq_tgc">
<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_mr2_gzq_tgc__d8e185" 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">Teams</strong>.</span></li>
<li class="li">Click the team you want to add or remove agents from. <p class="p">A right-side panel
opens displaying information about the team. </p>
</li>
<li class="li">Click<strong class="ph b"> Edit agents assigned to this team</strong>.</li>
<li class="li">Select the users you want to add or remove from the team, then click
<strong class="ph b">Apply</strong>.<p class="p"><img class="image" id="topic_mr2_gzq_tgc__image_rqj_21r_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_teams_page_edit.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_zcn_31r_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Deleting teams </h2>
<div class="body">
<p class="p" dir="ltr">You can also delete teams. </p>
<p class="p"><strong class="ph b">To delete a team </strong></p>
<ol class="ol" id="topic_zcn_31r_tgc__ol_adn_31r_tgc">
<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_zcn_31r_tgc__d8e185" 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">Teams</strong>.</span></li>
<li class="li">Click the team you want to delete. <p class="p">A right-side panel opens displaying
information about the team. </p>
</li>
<li class="li">Click <strong class="ph b">Delete team</strong>.<p class="p"><img class="image" id="topic_zcn_31r_tgc__image_rrc_q1r_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_orgstructure_teams_create.png" width="400"></p>
</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
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