Help Desk Employee Scheduling Software

Running a successful help desk requires getting the right number of agents and support professionals in place at precisely the right times. Staffing too many help desk agents needlessly drives up costs and staffing too few at peak times causes your service level to suffer. Snap Schedule employee scheduling software helps you precisely schedule your help desk agents when they are needed while complying with constraints on their availability, work hour limits, and labor costs.

Key Benefits & Features for Help Desks

  • Automatically generate work schedules based on pre-defined plans

  • Schedule breaks and task assignments within shifts

  • Reduce labor and overtime costs for increased profitability

  • Graph help desk coverage in real-time for every minute of the day

  • Track overtime, on call, shift premium pay incentives

  • Store data securely in the cloud or on premise*

  • Remotely access employee scheduling data*

  • Comply with labor rules and collective agreements

* Features available in Snap Schedule Premium only.

Snap Schedule Help Desk Scheduling Capabilities


I’m a big believer in Snap Schedule. It’s the answer to all of United Answering’s scheduling needs. It eliminates all the stress and headache of scheduling and is an absolute joy to use.

Gregg Snyder, President, United Answering

Easily schedule unlimited number of help desk agents and shifts

  • Drag & drop to easily assign shifts, mark time off, move or copy assignments.
  • View assignments and schedule help desk agents from three different views. Use whichever view is easiest and most effective for your call center scheduling tasks.
  • Create rolling work schedules – from days to years.
  • Software automatically generates work schedules using industry standard shift patterns or user-definable schedule plans

Assign “off-phone” and “on-phone” activities within each shift

  • The Task Schedule Planner provides a more granular level of control for assigning help desk agent activities within a shift.
  • Software lets you visually assign breaks and tasks (duties) of any length from 1 minute to several hours with a simple drag and drop.
  • Standard reports provide detailed and summary information on assigned breaks and tasks for cost control, payroll, and accounting purposes.

Track all training, vacation, sick leave, and other off-work requests

  • Define as many paid and un-paid time-off reasons as you like.
  • Simply drag & drop a reason onto the Schedule Planner to mark when an employee is off-work.
  • The Schedule Outlook shows who are off-work and why.
  • Available reports provide details on planned vacation, training, time off hours for any time period you select.

Quickly and efficiently fill a shift or find a substitute

  • Quickly find and contact a substitute support employee to fill a cancellation.
  • Tell Snap Schedule your criteria and it will show you a ranked list of available candidates to fill a shift. Ranking can be based on many criteria including job position, skills, availability, labor cost, work hour limits, and seniority.

Multi-skill call center scheduling is a breeze

  • You can identify applicable skills and certifications for any agent.
  • The Shift Coverage Planner lets you know if there are enough help desk agents with the right skills for support coverage.
  • The Staffing Overview graph displays the number of scheduled agents having a specified skill by location, shift, or hourly coverage.
  • Ensure that you are always meeting service level agreements (SLA).

Work around schedule constraints with ease

  • Define your operational constraints such as non-working days, shift start times, end times and applicable days of the week for each shift.
  • Define each agent’s availability schedule, desired work hours, daily work hour constraints, and weekly work hour constraints.
  • The Schedule Planner alerts you to availability conflicts, duplicate shift assignments, overlapped shift assignments, and conflicts with scheduled time off.
  • The Daily Assignment Validation report identifies all discrepancies and constraint violations.

Manage labor costs and avoid over/under staffing

  • Set overtime policies for your organization.
  • Define hourly cost, overtime exempt status and work hour constraints for each agent.
  • Use the Shift Coverage planner to monitor under/over staffing conditions based on position, skill, and assignment reason.
  • Adjust call center agents' shift assignment start time, end time, and payable hours as necessary to reflect actual work hours.
  • Standard reports provide labor cost details and summary data associated with the schedules you created over any specified period.
  • Export labor cost data for payroll and accounting purposes.

Easily publish schedules to agents and managers

  • Print schedule views, lists, assignment calendars, and reports to communicate schedule information to management and your agents.
  • Easily publish work schedules, calendars, and any report in PDF and a variety of other formats.
  • Automatically email work schedules (in text or iCalendar file format) to agents and/or their supervisors.

Our Clients

We are proud to serve some of the world's biggest brands

The dynamics of this software are phenomenal. It gives us visibility and overviews we never had. Schedule misunderstandings are nearly impossible, except when there’s human error. This new clarity helped us reduce overtime pay mistakes by 90 percent.

William Freeman, Detective Sergeant, Windsor Police Department

Today, with Snap Schedule Premium, after I create our schedule and work in the changes, each person will receive an individual shift schedule by email. Then I publish a report outlining the complete employee schedule on our department web site. I can’t imagine shift scheduling software working any other way.

Gilles Pinard, Client Support Analyst Team Lead, Canadian Blood Services

Now with Snap Schedule, it is extremely easy for me to quickly implement any requested changes and generate the new schedule. I can just click and drag in order to swap shifts. In no time at all I can have an up-to- date schedule ready. I no longer have to retype entire schedules, like I had done in the past using the old system, saving me a lot of time and tons of stress.

Chris Jones, CIO, SEMO Health Network

Snap Schedule employee scheduling software saved New South Wales taxpayers $250,000 in custom programming the second we saw how good this staff rostering program is, and stopped looking further. Snap Schedule is also saving us quite significant payroll costs, as we're using fewer members to get through our caseload.

Evan Pidgeon, Business Systems Administrator, Consumer, Trader and Tenancy Tribunal