Workforce management for Zendesk teams

Workforce management, without the complexity

Enterprise-grade forecasting, scheduling and live operations, simple enough for a team lead to run. Set up in an afternoon, from £8 per agent a month.

Get early access Meet Nori
SimplerSmarterAlways on

Why Erlow

Enterprise WFM was built for a planning department. You have a team lead.

Most support teams plan in a spreadsheet and check adherence by watching Zendesk. The big suites fix that, but they assume a licence budget, a six-month rollout and an analyst to run them. Erlow doesn't.

Enterprise WFMErlow
A licence on top of your helpdesk
£8 per agent a month
Consultants and months to set up
Set up in an afternoon, with us
A WFM analyst to keep it running
Run by a team lead, with Nori
Built for hundreds of seats
Works for 5 agents or 150

Our north star

The best WFM tool is the one your team actually wants to use.

01 · SIMPLER

Power made accessible.

Everything a workforce team needs, and nothing it doesn't. No steep learning curve.

02 · SMARTER

Built on your data.

Forecasts from your own Zendesk history, by channel and by 15-minute interval.

03 · ALWAYS ON

Nori never logs off.

An AI WFM expert watching the plan and the day, so gaps surface before your queue does.

The platform

Know what's coming. Plan for it. Stay on top of the day.

Four tools that share the same people, intervals and Zendesk connection. No exports, no copy and paste.

01 / Forecasting

Know what's coming before it lands.

Enter a weekly total and Erlow shapes it by day and by interval from your last six weeks of Zendesk tickets, with recent weeks weighted more.

  • Split by email, messaging and voice
  • Filtered to the brands and groups your team covers
  • Agents needed after shrinkage, with every gap marked

02 / Scheduling

Build the week against the forecast.

Drag shifts and activities around a live timeline. Coverage updates as you go, so you fix a gap before your team feels it.

  • On target, at risk or understaffed, for every interval
  • Breaks, lunch, 1:1s and training on the rota
  • Changes saved only when you say so

03 / Live operations

See how the day is going, as it happens.

Every minute, each agent's Zendesk status is checked against the rota, channel by channel. Team leads can step in early instead of finding out in next week's report.

  • Status per channel, with custom statuses mapped to the rota
  • Planned time away counted as planned
  • Day, week and month views for reporting

04 / Rules

Fair rotas, every week.

Set working patterns once and assign them to as many people as you like. Nobody gets every late shift, and rest rules always apply.

  • Days, hours, lunch and breaks per pattern
  • 11 hours between shifts, no more than 6 days in a row
  • Weekends and evenings shared out evenly

Powered by Nori AI

Meet Nori. Your 24/7 AI WFM expert.

Nori is built into Erlow. It watches your forecast, rota and live day, points out what needs attention, and answers questions with your own numbers. Changes to a schedule always need your review.

AVAILABLE 24/7 · INCLUDED IN PRO
PLANNER

Spots peaks early.

Reads the weeks ahead and tells you what they'll need.

NoriBlack Friday looks like double your usual volume from 10:00 to 15:00. Plan for nine on messaging at peak.
SCHEDULER

Fixes gaps in the rota.

Suggests moves that close a gap without touching anyone's hours.

NoriTuesday 14:00 is two short on messaging. Moving Grace's training to Wednesday morning closes it.
REAL-TIME ANALYST

Watches the day.

Flags what's drifting while there's still time to act.

NoriElla has been away on Admin for 35 minutes during a messaging shift. Let her team lead know?

Ask Nori

Got a question? Ask Nori.

Ask about your forecast, rota or live day in plain English. Nori answers with your numbers and shows what the answer is based on, so you can check it.

Try a question. Answers are examples with made-up numbers.

Ask NoriYour AI WFM expert · Available 24/7

Getting started

From spreadsheet to live rota in an afternoon.

  1. Connect Zendesk

    Add an API token and choose the brands and groups that count. Ticket history comes in for the forecast straight away.

  2. Add your team

    Set contracted hours and working patterns once. Erlow respects them every time it builds a week.

  3. Publish the rota

    Shape it against the forecast, publish it, and see how the day is going from the first shift.

Pricing

Simple pricing. Per agent.

No set-up fees, no consultants, no minimum team size.

Coming from Zendesk WFM, Assembled or Surfboard? We'll help you move over. Talk to us

CORE

The full platform.

Everything you need to forecast, schedule and run the day.

£8per agent / month
  • Forecasting from your Zendesk history
  • Scheduling with live coverage
  • Live operations, checked every minute
  • Rules, staff and tasks
Get early access
PRO

Erlow, powered by Nori.

Everything in Core, plus your 24/7 AI WFM expert.

£10per agent / month
  • Everything in Core
  • Peaks spotted and planned for
  • Rota gaps fixed, with your review
  • Live moves suggested during the day
Nori AI includedAsk anything about your forecast, rota or day
Get early access

Your data

We read what planning needs. Nothing else.

What Erlow reads from Zendesk

  • Each agent's status per channel, plus unified and custom statuses with omnichannel routing
  • Your list of custom statuses
  • Counts of new tickets by channel, for the brands and groups you choose
  • Ticket counts over time, for forecasting

What it doesn't

  • Ticket content, comments or customer details
  • Replies sent by your team
  • Brands and groups you haven't selected
  • Your API token once saved: it's stored server-side and never shown again

Early access

Be one of the first teams on Erlow.

We're onboarding a small number of Zendesk teams, of any size, and setting each one up directly.

  • Set-up done with you, not a help-centre link
  • A direct line into what we build next
  • Your own workspace on erlow.app

Request early access

We'll only use this to get in touch about Erlow.

FAQ

Questions.

Is Erlow right for a team our size?

Whether you're 5 agents or 150, yes. It's built for teams who've outgrown a spreadsheet but don't want the cost or effort of an enterprise suite.

We use Zendesk WFM, Assembled or Surfboard. Why switch?

Erlow covers forecasting, scheduling and live operations for Zendesk teams for £8 to £10 per agent, with Nori for the WFM know-how most teams don't have in-house. We'll set you up directly and help you move your patterns and people over.

What's the difference between Core and Pro?

Core is the full platform: forecasting, scheduling, live operations, rules, staff and tasks. Pro adds Nori, your AI WFM expert, which spots peaks, suggests rota fixes and live moves, and answers questions about all of it.

Does Nori change our rota on its own?

No. Nori suggests; you decide. Any change to a schedule needs your review and confirmation, and Nori shows what each suggestion is based on.

Does it only work with Zendesk?

For now. Zendesk is the first integration and Intercom comes next. If you're on something else, tell us in the form.

Do we need omnichannel routing?

No. Without it, Erlow reads each agent's standard status per channel. With omnichannel routing on, it also reads unified and custom statuses, so "Away · Training" can match training on the rota.