Zendesk for Service

RATING:

4.9

(12)

About Zendesk for Service

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 for Service Pricing

Zendesk Workforce Management (WFM) is an add-on selection for all Zendesk plans.

Starting price: 

$25.00 per month

Free trial: 

Available

Free version: 

Not Available

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Zendesk for Service Reviews

Overall Rating

4.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

5

Functionality

4.5

Most Helpful Reviews for Zendesk for Service

1 - 5 of 12 Reviews

User Profile

Tyler

Verified reviewer

Renewables & Environment, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

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.

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.

Luis

Furniture, 201-500 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

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.

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.

Reason for choosing Zendesk for Service

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

User Profile

Sigmund

Verified reviewer

Consumer Goods, 201-500 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

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.

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

Reason for choosing Zendesk for Service

Ease of integration with Zendesk systems

Rafael

Information Technology and Services, 1,001-5,000 employees

Used weekly for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

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.

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.

Reason for choosing Zendesk for Service

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

Matthew

Security and Investigations, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed May 2023

Great WFM tool

PROS

I find the forecasting and scheduling great and can highly recommend this tool. The support team are simply superb!

CONS

Overall, I do not have any cons. At times it was buggy but these were quickly realized and resolved.