Zendesk Workforce Management
Forecasting and scheduling add-on for Zendesk support teams: it analyses a team's historical ticket data to predict how many agents a day, month or season will need, builds schedules down to the minute, and tracks what agents are working on in real time.
Find alternatives to Zendesk Workforce Management
The pricing page does not itemise Workforce Management on its own. Under 'Featured add-ons' it lists the 'Workforce Engagement Bundle — Elevate customer service quality and optimize agent performance. $50 agent/month paid yearly', which is the bundle the WFM product page links to (#add-on-wfm) and which the sibling Quality Assurance record also cites. The add-on sits on top of a Service plan (Suite Team is $55 agent/month paid yearly), so the all-in floor is higher than $50.
What it does
- Data analysis
- Customer support
Sources
- Pricing
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Fetched 2026-09-05. Featured add-ons: 'Workforce Engagement Bundle — Elevate customer service quality and optimize agent performance. $50 agent/month paid yearly'. Feature row: 'Workforce Management — Forecast, staff, and manage agent schedules with AI-powered precision'. Suite Team '$55 agent/month paid yearly', Suite Professional '$115 agent/month paid yearly'. The #add-on-wfm fragment is the href the product page uses for 'Full pricing and packaging information is available here'.
- Description
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Official documentation · 5 Sep 2026
Fetched 2026-09-05. Title 'Zendesk: AI-Powered Workforce Management Software'. 'With Zendesk AI-powered workforce management, forecasting, scheduling agents, and tracking performance are a breeze.' 'Zendesk analyzes your historical data to predict staffing needs in a given day, month, or season.' 'AI-powered forecasting shows you exactly how many agents you'll need, which reduces overtime and scheduling gaps.' 'Create schedules down to the minute—including training, breaks, and ticket types.' 'View what agents are working on, and get custom reports when the shift is over.' The AI mechanism the page states is forecasting from historical data; scheduling and tracking are not described as AI.
- Sold within
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Official documentation · 5 Sep 2026
FAQ 'How do I access Zendesk WFM?': 'Right now, customers on any Basic or Suite plan can use Zendesk WFM.' The pricing page (fetched the same day) files it under add-ons: 'Zendesk offers add-ons that extend your Service Plan with additional functionality.'
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