# Zendesk WFM Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Zendesk WFM Software - reviews, pricing plans, popular comparisons to other Workforce Management products and more.

Source: https://www.capterra.com/compare/166814-169688-170953/HubSpot-Sales-vs-Pipedrive-vs-Salesforce-Sales-Cloud

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# 

 Zendesk WFM Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

Zendesk WFM

## What is Zendesk WFM?

Zendesk WFM is the fastest and easiest way to manage agents in Zendesk. It provides AI-powered demand forecasting using your own Zendesk data, automatically schedules your agents by shifts and focus areas based on the forecast, and provides real-time and historical reporting on your team’s performance.

## What is Zendesk WFM used for?

[Workforce Management](https://www.capterra.com/workforce-management-software/)[Employee Scheduling](https://www.capterra.com/employee-scheduling-software/)

Overall rating

Based on 17 user reviews

Reviews sentiment

Positive

\-

Neutral

\-

Negative

\-

Starting price

$25

Per User, Per Month

Free trial  
available

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## Zendesk WFM alternatives

Highest Rated

[4.9 (4,600)](https://www.capterra.com/p/172127/Rippling/reviews/)

Starting price

$8.00

Per User, Per Month

[4.3 (1,820)](https://www.capterra.com/p/86714/WebPay/reviews/)

Starting price

Contact vendor for pricing

[4.6 (5,044)](https://www.capterra.com/p/153140/Connecteam/reviews/)

Starting price

$29.00

Per User, Per Month

[4.8 (1,632)](https://www.capterra.com/p/156992/Jibble/reviews/)

Starting price

Contact vendor for pricing

[View all alternatives](https://www.capterra.com/p/170953/Tymeshift/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Time & Attendance

4.9 (11)

54.55% of 11 reviewers that rated this feature as important or highly important

Track and manage employee's work hours to improve payroll accuracy

Employee Scheduling

5.0 (9)

66.67% of 9 reviewers that rated this feature as important or highly important

Assign working shifts or tasks to employees based on their availability

Employee Management

4.9 (8)

62.50% of 8 reviewers that rated this feature as important or highly important

Track employee schedules, availability, and performance across projects and tasks

Performance Metrics

4.9 (8)

62.50% of 8 reviewers that rated this feature as important or highly important

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Budgeting/Forecasting

5.0 (7)

28.57% of 7 reviewers that rated this feature as important or highly important

Create budgets based on historical data and future projections

Variable Workforce

5.0 (3)

0.00% of 3 reviewers that rated this feature as important or highly important

Utilize third party services to cover unforeseen labor needs

Zendesk WFM 33 features

Define levels of authorization for access to specific files or systems

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and document all activities across devices, networks, and other systems

Application programming interface that allows for integration with other systems/databases

Manage the process of evaluating documents or requests submitted for approval

Manage attendance for classes, shifts, meetings, or events

Track the attendance of specific individuals or groups

Automatically create schedules based on business needs or employee availability and qualifications

Create budgets based on historical data and future projections

Track employees' arrival and departure timings for payroll purposes

Alter the layout and content of reports

Import and export data to and from software applications

Assemble applications and processes by dragging over and arranging pre-built components

Track employee schedules, availability, and performance across projects and tasks

Assign working shifts or tasks to employees based on their availability

Form predictions based on past and present data/trends

Predict labor requirements based on past and present data/trends

Manage and support multiple locations

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Receive data and information in real time

Active reporting of data and metrics

Timed notification for any upcoming task, deadline, appointment, or activity

View and track pertinent metrics to find patterns and gain insights from data

Assign available resources to various projects and tasks

Assign and distribute work schedules to individual employees or teams within an organization

Schedule shifts via online calendars and available employees

Managing and trading shift details between employees

Set up connections to third-party platforms to improve business processes

Track and manage employee's work hours to improve payroll accuracy

Track and manage employee time-off, vacation, and sick leave requests

Tools that allow employees to request/schedule time off

Track the amount of time spent on a job or task

Utilize third party services to cover unforeseen labor needs

Get Advice

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Features

4.7 (17)

4.7

Based on 17 reviews

## Pricing

Value for money

4.8 (15)

Free Trial

Zendesk Workforce Management

$25.00

Per User,Per Month

Value for money

4.8 (15)

4.8

Based on 15 reviews

Connect with a Capterra advisor for a free 15-minute consultation

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## Support, customer service and training options

Customer Service

4.9 (17)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.9 (17)

4.9

Based on 17 reviews

## User reviews

Overall rating

4.9

Based on 17 reviews

Filter by rating

5(15)

4(2)

3(0)

2(0)

1(0)

Mentioned topic

Sorted by most recent

HD

Haley D.

Accounting Admin

Medical Practice

### "Reliable and Flexible for Remote Work"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

March 26, 2026

Overall, Zendesk has provided a reliable and flexible work experience for remote work. It offers all the tools needed to manage customer service efficiently from home.

Pros

While Zendesk is a strong all in one platform, it works best for remote work environments. It allows teams to manage tickets, chats, emails and customer interactions all in one place.

Cons

I feel as though when first learning Zendesk, the software can feel overwhelming and complex without the in person support.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AJ G.

IT Administrator

Hospital & Health Care

### "Great tool for IT, HR, and EHR. "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

January 22, 2026

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

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.

Alternatives considered

[ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/)

Reasons for choosing Zendesk WFM

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

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

LK

Lisa K.

Partner Liaison

Health, Wellness and Fitness

### "Easy to use, terrific time saver!"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

April 8, 2025

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

Pros

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

Cons

Nothing, I really think everything is great

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AU

Anonymous User

Assoc. Dir

Non-Profit Organization Management

### "Helpful for onboarding as a remote employee"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

6/10

December 23, 2024

Its made things easier for onboarding in my remote job.

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.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

MA

Mohamed Amine A.

Customer Support Agent

Facilities Services

### "Great & Functional Tool"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

October 30, 2024

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.

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.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AA

Ali A.

Customer advisor

Information Technology and Services

### "A very useful tool for companies"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

January 13, 2024

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.

Pros

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

Cons

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

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

MS

Matthew S.

Team Lead

Security and Investigations

### "Great WFM tool"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

May 5, 2023

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.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

MC

Michelle C.

Agent Advocacy Manager

Insurance

### "Tymeshift is great!"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

May 4, 2022

Pros

Having insight into agent occupancy is amazing!

Cons

I would like to be able to send summary reports to more than 1 email.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

SZ

Simona Z.

CommerceCore

Marketing and Advertising

### "Excellent!"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

December 24, 2021

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.

Pros

I love that Tymeshift is very user friendly, easy to understand and monitor my agents. I use it on the daily basis.

Cons

I think everything is great so far, nothing to add at the moment.

Reasons for choosing Zendesk WFM

I heard great reviews about Tymeshift and thought about giving it a go! And so far, I'm extremely satisfied.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

OC

Onel C.

Malaga 85

Consumer Services

### "Consultor CX"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

December 14, 2021

Una muy buena experiencia y soporte de parte del equipo de tymeshift

Pros

Fácil de usar y está en mejora continua del mismo

Cons

Para grandes volúmenes de agentes, puede volverse tedioso de administrar

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/170953/Tymeshift/reviews/)

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