Workforce Management
Shift planning, forecasting, and adherence tracking for support teams that need to staff against ticket volume.
Why we're building this
Support managers either guess staffing from gut feel or run spreadsheets in parallel to the helpdesk. Neither scales when ticket volume spikes seasonally or product launches push the queue.
What it does
Built-in shift planning with volume forecasting based on historical inbox data, real-time adherence tracking, and time-off management.
Workforce Management gives support leads the planning and tracking surface they currently maintain in spreadsheets. The forecasting engine uses your historical conversation volume to predict next week's load by hour, and recommends shift coverage to hit your target SLA.
Adherence tracking shows in real time whether agents are working their scheduled shifts. Time-off requests, swap approvals, and break tracking all live in the same UI as the inbox.
Comparable to Zendesk Workforce Management ($25/agent/mo add-on) and Assembled. Bundled in every Deskwoot plan.