All Zendesk for Service Reviews
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Tyler
Verified reviewer
Renewables & Environment, 51-200 employees
Used daily for more than 2 years
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.
PROSForecasting 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.
CONSI'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
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.
PROSAnalytics, ease of set up, customer support and user friendly system for the agents.
CONSI 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.
Sigmund
Verified reviewer
Consumer Goods, 201-500 employees
Used daily for less than 12 months
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.
PROSTymeshift can give great solutions to timekeeping especially in getting total billing hours
CONSTymeshift 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
Ali
Information Technology and Services, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
A very useful tool for companies
Overall, it is a tool that does a very good job for shift scheduling integrated in Zendesk and also for companies to know what their employees are doing on Zendesk and how much time they spend on each ticket.
PROSIt is a very useful tool for companies to track their emplooyees activities while on Zendesk ticketing system.
CONSEmployees feel a bit concerned when they feel tracked all the time.
Rafael
Information Technology and Services, 1,001-5,000 employees
Used weekly for less than 2 years
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.
PROSForecasting and automatic scheduling make the most interesting features out of Tymeshift, simplifying the process for us.
CONSThe 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
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2023
Great WFM tool
I find the forecasting and scheduling great and can highly recommend this tool. The support team are simply superb!
CONSOverall, I do not have any cons. At times it was buggy but these were quickly realized and resolved.
Saria
Consumer Electronics, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2021
It's going to be one of the best WFM tools out there
It was so easy to know everything I needed to know about the software before purchasing. The help center had everything and the YouTube videos teach you everything you want to learn. Customer service is top notch in both technical ability and professionalism. Enhancements to the software are constant.
CONSOur operations really need a phone App which is not available atm, but we are willing to wait for it as I'm sure it's gonna be everything we want
Michelle
Insurance, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2022
Tymeshift is great!
Having insight into agent occupancy is amazing!
CONSI would like to be able to send summary reports to more than 1 email.
'Rowdie' Mitch
Verified reviewer
11-50 employees
Used less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2018
Great time tracker & employee management tool for ZenDesk
Actionable analytics for workforce management.
PROSI 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.
CONSThe 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
Verified reviewer
Marketing and Advertising, 11-50 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
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.
PROSThe forecasting feature is top-notch and helps us manage our workforce.
CONSI 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.
Simona
Marketing and Advertising, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2021
Excellent!
I was able to improve the productivity of my agents because their statuses were easily presented and I was able to see where are the gaps and fix it.
PROSI love that Tymeshift is very user friendly, easy to understand and monitor my agents. I use it on the daily basis.
CONSI think everything is great so far, nothing to add at the moment.
Reason for choosing Zendesk for Service
I heard great reviews about Tymeshift and thought about giving it a go! And so far, I'm extremely satisfied.
Onel
Consumer Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2021
Consultor CX
Una muy buena experiencia y soporte de parte del equipo de tymeshift
PROSFácil de usar y está en mejora continua del mismo
CONSPara grandes volúmenes de agentes, puede volverse tedioso de administrar