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.

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.

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.

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.

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

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.

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.

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

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

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.

It is a very useful tool for companies to track their emplooyees activities while on Zendesk ticketing system.

Employees feel a bit concerned when they feel tracked all the time.

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.

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

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