Objective

Add people to your workforce, connect the right Zendesk agents, and invite them to ZenOps.

Environment

  • You have permission to manage users in People Settings.
  • You have each person's work email and intended WFM role.
  • To link Zendesk agents, your workspace has a Zendesk connection and the agents are available to import or select.

Resolution

  1. Open People Settings → Users. If the people already exist in Zendesk, select Import from Zendesk, review the candidates, and import the people you need. Otherwise, select Add Person.
  2. For a new or existing person, check the name and email. In Zendesk Agent Link, select the matching agent when this person works in Zendesk. Check the match carefully so their WFM profile points to the right agent.
  3. Select a Role and fill in the relevant workforce details, such as site, team, skills, and timezone. Save with Add Person or Update Person.
  4. In the Users list, find the person and select Send Invite. If an invitation has expired, select Resend Invite.
    Note: Import and invitation are separate

    Importing a Zendesk agent does not finish their ZenOps account setup. Link the right profile and send the ZenOps invitation.

  5. Ask the recipient to accept the invitation and sign in. Reopen their profile to confirm the workforce details and Zendesk link.