We like to compare the Shift Templates to Zendesk macros. It’s a template that you can reuse as many times as you want, which will reduce a lot of the manual work you probably find frustrating.
These templates are super flexible. You can change them at any time by editing the template itself or modifying it while you apply it to the schedule you’re creating. You can also change it after you’ve already created the schedule.
There are a few different ways you can organize them, but the most common one is to create Shift Templates based on the type of shifts that you have. For example, if you have early shifts from 9 AM to 5 PM, late shifts from 11 AM to 7 PM, and so on.
Not sure how to organize your shifts? Just ask yourself:
How are your shifts structured?
- What sort of intervals or repeating consistency do your shifts have?
Want to create a Shift Template? It’s easy!
Learn more by reading the Help Center article or watching the video below.
Is your team global? Then the timezone you use when you create a Shift Template should match the timezone for the team you are scheduling. You can easily change the timezone back and forth by using the Timezone Switcher.
When you name your Shift Template, you should follow the terms you are already using internally to name shifts. We recommend this because it keeps everyone on the same page & managers and agents are always using the same terms.
- If you have agents that always work on the same schedule, you can assign them to a shift template. However, if there is a lot of rotation in your schedules, it’s probably best to wait to assign the agents until you create your schedules. If you add agents to the template, then you’ll have to manually remove them whenever you use this template but you don’t want those specific agents on that schedule.
Changes happen! Just click right on the template if you see something you want to revise – it’s super simple.