Workforce Management (WFM)

The Workforce Management (WFM) API allows you to programmatically extract key workforce-related data. It is intended for use cases such as creating custom dashboards, automating internal reports, and integrating with third-party systems.

Note: This API does not follow the general mechanisms and conventions of most Zendesk APIs. Please review its structure and behavior carefully before implementation.

Reports endpoint

The Reports endpoint lets you retrieve data from both default and custom WFM reports using the report template id. Depending on the template settings, you can:

• Customize grouping by dimensions like agent, date, or team
• Apply filters such as specific agents, date ranges, or activity types
• Select which metrics to include, such as ticket time, occupancy rate, or handled points

The Reports endpoint returns the following information:

• Aggregated metrics based on the template definition
• Grouped data with timestamps and identifiers
• Related metadata based on the requested template (such as task names and ticket IDs) found in the relationships object in the response

The Reports endpoint has the following conditions and limitations:

• Requires an existing report template
• Returns large datasets in paginated responses
• Requires a date range (start and end time)
• Available metrics depend on the template configuration
• Provides historical data only; real-time or live metrics are not supported

Agent Activity endpoint

The Agent Activity endpoint provides a timeline of agent activity events, including:

• A start of day parameter in Unix timestamp format
• Changes in activity types such as switching from Ticket Time to General Task
• Duration of each activity block

The Agent Activity endpoint returns the following information:

• Start and end timestamps in Unix format
• Agent identifiers
• Activity type classification
• Related metadata (such as general task names or ticket IDs) found in the relationships object in the response

The Agent Activity endpoint has the following conditions and limitations:

• Data represents actual tracked activities, not planned schedules
• Agent activities with missing end times may appear in rare edge cases like abrupt logouts or system crashes
• Provides historical data only; real-time or live metrics are not supported

Pagination

Pagination is managed using the startTime parameter, which specifies the timestamp from which to begin retrieving data.

Data types

The WFM API returns JSON data, which can be strings in double quotes, numbers, objects, arrays, true or false, or null. Most programming languages have tools to parse this data. See Working with JSON for a few languages.

Security and authentication

The WFM API is only available in Zendesk accounts with the WFM add-on. All endpoints require authentication with a valid Zendesk API token. Use your organization’s API key or bearer token provided during onboarding to authenticate.

Rate limits

Requests to the WFM API may be subject to the following limits:

Limit Type	Value
Requests per minute	1000 requests per minute per Zendesk account id
Pagination limit	1000 records per page (depending on the endpoint)

If the rate limit is exceeded, the API responds with a 429 Too Many Requests status code. In such cases, use retries with exponential backoff.