Contents
- About Workforce Management
- Starting your shift
- Viewing and managing your shifts
- Submitting time off requests
- Shift change requests
- Ending your day
1. About Workforce Management
Within Zendesk, you can access rostering information via Workforce Management (WFM). You can quickly view your work schedule to stay organised and plan your tasks. Whether you need to check upcoming shifts, approved time off or shift changes, Workforce Management makes it easy to track and manage your work hours.
Workforce Management can be accessed via the calendar icon in the left-hand menu.
2. Starting your shift
Once you have logged in to your Zendesk account, navigate to Workforce Management (calendar icon) and click Start day to officially begin your workday. This assists with tracking work hours accordingly and ensures you’re marked as active for your shift.
3. Viewing and managing your shifts
After starting your shift, click on the Workforce Management icon. Here, you can view your current shift and upcoming shifts. Zendesk allows you to view your schedule each day, week or month, depending on your preference.
- Day view shows a detailed breakdown of your shifts for a single day, including your start and end times, as well as breaks.
- Week view shows your entire week’s schedule.
- Month view provides a comprehensive overview of your schedule for the month.
You can easily switch between views by clicking the view options (Day, Week or Month) at the top of the schedule.
4. Submitting time off requests
To request time off, follow the instructions below.
Important: This process should only be used for earned leave and public holiday requests. For all other leave requests, such as sick leave, please inform your leader who will notify the Workforce Management team.
- In Zendesk, navigate to the Workforce Management app (calendar icon).
- In the top-right corner, click Time Off Request.
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Enter all relevant information in the following dropdowns:
- Reason: Select a reason for your time off
- Type: Choose either Full Day or Partial Day
- Message to Manager (optional): If necessary, include any additional details you’d like to share with your manager.
- Once you’ve entered all required information, click Request time off to submit your request.
Your request will be sent to the Workforce Management team. Once you’ve submitted a request, you can view the status under Time Off Requests on the left of the dashboard. You can also change or cancel the request here if you need.
The status will indicate whether your request is pending or has been approved. You’ll also receive a confirmation email regarding the status of your request.
5. Shift change requests
If you've requested a shift change, this will display under Shift Changes on the left of the dashboard.
Here, you’ll see any changes made to your shifts with the new times or dates. Pending shift trades will also be visible until they are confirmed by the scheduling team.
6. Ending your day
At the end of your workday, remember to click End day. This marks the end of your shift and ensures your working hours are correctly tracked.
Failing to end your day may result in inaccurate tracking of your time and affect your adherence.