Improve User Management and User Sync Workflow in Zendesk WFM

Quick overview:
Zendesk WFM automatically imports all users from Zendesk, including agents, light agents, and other roles. For organizations that use Zendesk in non-traditional ways, this leads to an excessive number of users appearing in WFM. Workforce management admins then have to manually block large numbers of users who do not need access, which is time-consuming and frustrating.
 

What problem does this solve:
This would simplify user management in Zendesk WFM by allowing admins to easily control which users appear in the system. It would save time, reduce errors, and make the user list cleaner and easier to manage.
 

When/how often does this happen and business impact:
This issue occurs every time new users are created in Zendesk, as they are automatically imported into WFM regardless of whether they should have access. Managing the user list requires constant manual updates to the block list, which takes significant time and increases the risk of overlooking users who should be included or excluded. It also clutters the WFM interface, making it harder for managers to quickly find the agents they need to schedule or monitor.
 

Current workaround:
Admins manually block unwanted users through the block list feature or maintain an allow list. However, these processes are time-consuming and need to be updated manually as new users are added.
 

Ideal solution:
Zendesk WFM should simplify the user management process by allowing admins to approve users during the sync process or provide a faster way to bulk-manage users after import. Even with the existing allow list functionality, the current process is time-consuming and does not scale easily when onboarding new agent classes.