Zendesk WFM 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
User Reviews

Overview

Zendesk WFM

4.9

(16)

Pricing

Starting at $25.00 per month

About Zendesk WFM

Zendesk Workforce Management is a software specifically designed to simplify workforce management (WFM) for those managing teams using Zendesk. Its tools uses AI to automate time-consuming processes like scheduling, forecasting, and data management so that users can spend their time being more productive and engaged. Additionally, agents will be able to complete daily activities and see their schedules right in Zendesk. The software tracks productivity and notifies of infractions by tracking which channel or activities the users are currently working on.

Zendesk WFM Screenshots

Zendesk WFM Pricing and Plans

Starting price: $25.00 per month

Free Trial

Free Version

Zendesk Workforce Management

$25.00

per user, per month

No plan information available

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Zendesk WFM Features

Popular features found in Employee Scheduling
Alerts/Notifications
Attendance Management
Calendar Management
Employee Management
Messaging
Mobile Access
Payroll Management
Reporting/Analytics
Schedule Distribution
Self Service Portal
Shift Swapping
Timesheet Management
More features of Zendesk WFM
Access Controls/Permissions
Activity Dashboard
Activity Tracking
API
Approval Process Control
Attendance Tracking
Automated Scheduling
Budgeting/Forecasting
Clock In/Out
Customizable Reports
Data Import/Export
Drag & Drop
Employee Scheduling
Forecasting
Labor Forecasting
Multi-Location
Performance Metrics
Real-Time Data
Real-Time Reporting
Reminders
Resource Allocation
Shift Scheduling
Third-Party Integrations
Time & Attendance
Time Off Management
Time Off Requests
Variable Workforce

Zendesk WFM User Reviews

Overall Rating

4.9

Ratings Breakdown

88%

13%

Secondary Ratings

Ease of Use

4.8

Value for money

4.8

Customer support

4.9

Functionality

4.7

Have you used Zendesk WFM and would like to share your experience with others?

AJ G.

Verified reviewer

Hospital & Health Care

201-500 employees

Used daily for less than 12 months

Review source

Reviewed January 2026

Great tool for IT, HR, and EHR.

Overall, our experience is fantastic. When an issue has come up, either the knowledgebase or support are quick and easy to deal with!

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

Zendesk has a very simplistic approach. The layout, the functionality, the consistency; all makes for a well rounded product. Ticketing, Contact management, form generation, and reporting are the biggest components for us. Each function seamlessly.

Cons:

Occasionally, my staff has a tough time searching for things. This is partly due to the limitations in establishing contacts with the information we track. Other tiers offer better form collection information that would eliminate the issue. Zendesk also works with other form tools to get this job done.

Reasons for choosing Zendesk WFM

We needed a simple tool, not something bloated and geared towards large IT or managed IT.

Luis O.

Verified reviewer

Furniture

201-500 employees

Used daily for less than 2 years

Review source

Reviewed October 2021

Best Value and Support in the Work Force Management Game

Tymeshift has been an absolute pleasure to work with since I made the decision to sign with them over other options in the work force space. The initial setup and onboarding was smooth and our account representative [SENSITIVE CONTENT] has been with us every step of the way. Even though I probably bug more then I would like, they never make me feel like I'm not being heard or supported. This is honestly what I appreciate the most. Systems can be improved and modified, but that level of care you can't teach. It has to come naturally. Can't end this review without also giving shout outs to the technical support team who responds within minutes of my ticket request. Tymeshift is full of MVP's, too many to name, but you know who you are.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Analytics, ease of set up, customer support and user friendly system for the agents.

Cons:

I love the system, but there are a few suggestions I have made regarding the reporting metrics and Tymeshift is always willing to listen to my suggestions and funnel up to the development team. That is rare in my experience with vendors.

Reasons for choosing Zendesk WFM

Cost and platform demo. I felt with Tymeshift we got more bang for our buck and simplicity.

Verified

Reviewer

Non-Profit Organization Management

51-200 employees

Used monthly for less than 12 months

Review source

Reviewed December 2024

Helpful for onboarding as a remote employee

Its made things easier for onboarding in my remote job.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It makes it helpful to communicate with my HR staff and IT staff.

Cons:

It wasn't always super intuitive but it was helpful overall.

Rafael S.

Verified reviewer

Information Technology and Services

1001-5000 employees

Used weekly for less than 2 years

Review source

Reviewed November 2021

WFM made easy

It's been a great experience. The setup took some time and roll-out only happened after a couple of months in, though we've received a lot of support from Tymeshift's team and the available documentation complemented any other question we've had.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Forecasting and automatic scheduling make the most interesting features out of Tymeshift, simplifying the process for us.

Cons:

The lack of integration capabilities via API, both in ingesting and extracting data together with our HR system.

Reasons for choosing Zendesk WFM

Automatic scheduling, its ease of navigation for agents, how integrated it is with Zendesk, and the accurate forecasting we've obtained.

Mohamed Amine A.

Verified reviewer

Facilities Services

51-200 employees

Used weekly for less than 12 months

Review source

Reviewed October 2024

Great & Functional Tool

All in all, I have a positive experience with Zendesk WFM, I haven't had the chance to try other WFM tools myself, so I can't give a comparative opinion, but I'm quite satisfied with the tool.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I use the product as part of a customer support team that uses Zendesk to manage our resources to reply to clients and such. I love the coordination level that Zendesk achieves and its efficiency when it comes to team work. It also has many add-on tools and is easilty integratable with many customer support related products, making the work environment quite whole and self-sufficient.

Cons:

As much as the functionalities provided are great, I often run into bugs, connection issues and find myself having to reload the page a few times as I work. It's not a huge deal as a simple cache clear or reload fixes it most of the time. A bit annoying but it's nothing out of the ordinary.

Lisa K.

Verified reviewer

Health, Wellness and Fitness

2-10 employees

Used weekly for free trial

Review source

Reviewed April 2025

Easy to use, terrific time saver!

The ability to be in constant communication with customers with the auto reply and the instant texting is a huge help

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of use and a big time saver, really love it

Cons:

Nothing, I really think everything is great

Tyler A.

Verified reviewer

Renewables & Environment

51-200 employees

Used daily for more than 2 years

Review source

Reviewed October 2021

Great forecasting & scheduling solution for Zendesk

We use Tymeshift to forecast, schedule, and track agent performance. The biggest problem it's solving for us is getting out of doing this all manually in spreadsheets and digging through Zendesk trying to figure out what agents did for that day.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Forecasting is easy to use and works out of the box, and I like that we can segment tickets based on the different types of work we handle. Scheduling is (mostly) automatic and the interface is one of the best I've tried. Also, their support team is excellent.

Cons:

I'd like to see more granularity in the agent activity reporting using the same workstreams we have for forecasting and auto scheduling. They say that's coming soon but would highlight it as an opportunity for improvement.

Sigmund D.

Verified reviewer

Consumer Goods

201-500 employees

Used daily for less than 12 months

Review source

Reviewed November 2021

Good timekeeping tool but still has limited functionality

Tymeshift was able to solve the divide between the billing hours' discrepancies - it allowed us visualization in activities that are deemed unproductive givin us more accurate hours values. However, it is still not integrated with our voice team as it cannot attach to Five9. So far it only works with our Zendesk tools. We have limited use of its forecasting and scheduling capabilities even though it is integrated with agents to do so. It is also a bit pricy according to our managers.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Tymeshift can give great solutions to timekeeping especially in getting total billing hours

Cons:

Tymeshift needs agents to be mindful and diligent in using the plugin to capture their activities

Reasons for choosing Zendesk WFM

Ease of integration with Zendesk systems

'Rowdie' Mitch G.

Verified reviewer

11-50 employees

Used other for less than 12 months

Review source

Reviewed August 2018

Great time tracker & employee management tool for ZenDesk

Actionable analytics for workforce management.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I really enjoy the features and how it is built perfectly for ZenDesk. If you are running a large Help Desk company, these insights are invaluable.

Cons:

The stand-alone product isn't as good as other time trackers on the market for the money, which I'm sure they are aware of, because it is truly meant for amazing insights within ZenDesk.

Vendor Response

Hi Rowdie! Thank you so much for taking the time to leave this review. We value all the comment we get from our customers and we really appreciate your constructive feedback. Be sure that we work hard everyday to make Tymeshift the perfect WFM tool for your Team. Thanks again. Have a great day!:)

Replied August 2018

Chad R.

Verified reviewer

Marketing and Advertising

11-50 employees

Used weekly for less than 6 months

Review source

Reviewed October 2021

Exactly what we needed

The support team was very helpful in the onboarding experience. Granted, the software was super slick to setup, so that helped too.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The forecasting feature is top-notch and helps us manage our workforce.

Cons:

I would look forward to them expanding beyond Zendesk at some point in the future as there are a couple other companies we work with that aren't on Zendesk that could benefit from tymeshift.

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