--- title: "Zendesk WFM Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Zendesk WFM Software - reviews, pricing plans, popular comparisons to other Employee Scheduling products and more." source_url: "https://www.capterra.com/p/170953/Tymeshift/" page_type: "product" language: "en" --- # Zendesk WFM Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 20, 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)[FAQs](#faqs)[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 19 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $25 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Zendesk WFM alternatives Highest Rated [4.9 (4,860)](https://www.capterra.com/p/172127/Rippling/reviews/) Starting price $8.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [4.6 (5,307)](https://www.capterra.com/p/153140/Connecteam/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [4.3 (1,927)](https://www.capterra.com/p/86714/WebPay/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [4.5 (1,766)](https://www.capterra.com/p/66908/Workday-HCM/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/170953/Tymeshift/alternatives/) ## FAQs about Zendesk WFM Overview ### Which roles and teams benefit most from Zendesk WFM? Zendesk WFM benefits customer support teams, service operations leaders, and CX administrators who need forecasting, scheduling, and performance visibility across support channels. Team leads and managers use it to balance staffing and monitor productivity, while IT and business leaders rely on it to improve service efficiency, planning, and customer experience outcomes. Answer based on 19 reviews Overview ### What company size and industries is Zendesk WFM built for? Zendesk WFM is for organizations managing teams in Zendesk, with most reviewers coming from small businesses at 63% and top industries split evenly across Furniture, Marketing and Advertising, and Information Technology and Services at 11% each. It also serves midsize businesses at 26% and enterprises at 11% for workforce management. Answer based on 19 reviews Features and Usability ### What are the key features of Zendesk WFM? Zendesk WFM offers automated scheduling, employee scheduling, shift scheduling, and shift swapping for workforce planning. It also includes time and attendance tools such as clock in/out, attendance tracking, and timesheet management, plus forecasting, real-time reporting, customizable reports, approval process control, and third-party integrations. Integrations ### Which third-party tools and platforms does Zendesk WFM integrate with? Zendesk WFM connects natively to Zendesk Suite. It integrates with 1 third-party platform from the provided data, focusing on Zendesk’s customer support environment and using Zendesk data as the source for workforce management workflows. Answer based on 2 reviews Getting Started and Support ### What training and onboarding options does Zendesk WFM offer? Zendesk WFM provides in-person training, live online sessions, webinars, documentation, and videos to help teams get started. In-person and live online formats support guided instruction, webinars cover scheduled topic-based sessions, documentation serves as written reference, and videos offer self-paced learning. Getting Started and Support ### What customer support options does Zendesk WFM offer? Zendesk WFM offers Email/Help Desk, a Knowledge Base, and 24/7 Live Rep support. These channels give users access to written guidance and live assistance at any time. No reviewer sentiment about support quality is available, so no claims can be made about response speed or helpfulness. ## Features AI summary Based on 9,965 Employee Scheduling reviews Capterra data shows that buyers of Employee Scheduling software rank the following features as their top priorities: - **Timesheet Management** (**51%** of reviewers rated this feature as critical) - **Employee Management** (**42%**) - **Mobile Access** (**52%**) Zendesk WFM supports **Timesheet Management** and **Employee Management**, giving teams the tools to track hours accurately and organize workforce details in one place. However, it does not offer **Mobile Access**. Instead, it provides **Schedule Distribution** (**47%**), which helps teams share shifts and keep staff informed about schedule updates, allowing businesses to improve coordination and manage day-to-day staffing more efficiently. Employee Management 4.9 (10) 70.00% of 10 reviewers that rated this feature as important or highly important Track employee schedules, availability, and performance across projects and tasks 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 (10) 70.00% of 10 reviewers that rated this feature as important or highly important Assign working shifts or tasks to employees based on their availability Budgeting/Forecasting 4.9 (8) 37.50% of 8 reviewers that rated this feature as important or highly important Create budgets based on historical data and future projections 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. Labor Forecasting 4.8 (4) 75.00% of 4 reviewers that rated this feature as important or highly important Predict labor requirements based on past and present data/trends Zendesk WFM 33 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Attendance Management: Manage attendance for classes, shifts, meetings, or events - Attendance Tracking: Track the attendance of specific individuals or groups - Automated Scheduling: Automatically create schedules based on business needs or employee availability and qualifications - Budgeting/Forecasting: Create budgets based on historical data and future projections - Clock In/Out: Track employees' arrival and departure timings for payroll purposes - Customizable Reports: Alter the layout and content of reports - Data Import/Export: Import and export data to and from software applications - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Employee Management: Track employee schedules, availability, and performance across projects and tasks - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - Forecasting: Form predictions based on past and present data/trends - Labor Forecasting: Predict labor requirements based on past and present data/trends - Multi-Location: Manage and support multiple locations - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Real-Time Data: Receive data and information in real time - Real-Time Reporting: Active reporting of data and metrics - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Resource Allocation: Assign available resources to various projects and tasks - Schedule Distribution: Assign and distribute work schedules to individual employees or teams within an organization - Shift Scheduling: Schedule shifts via online calendars and available employees - Shift Swapping: Managing and trading shift details between employees - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Time & Attendance: Track and manage employee's work hours to improve payroll accuracy - Time Off Management: Track and manage employee time-off, vacation, and sick leave requests - Time Off Requests: Tools that allow employees to request/schedule time off - Timesheet Management: Track the amount of time spent on a job or task - Variable Workforce: Utilize third party services to cover unforeseen labor needs --- Get Advice We can help you find the software with the features you need. Features 4.7 (19) 4.7 Based on 19 reviews ## Pricing Value for money 4.8 (17) Free Trial Zendesk Workforce Management $25.00 Per User,Per Month Value for money 4.8 (17) 4.8 Based on 17 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.9 (19) 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 (19) 4.9 Based on 19 reviews ## User reviews Overall rating 4.8 Based on 19 reviews Filter by rating 5(16) 4(3) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent EA Elgiz A. Software Engineer Financial Services ### "Brand new tool worth giving a shot for project management" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 20, 2026 Pros Its really cool to see the new features and AI improvements in the app and it is pretty sure easily integrateble with rest of the infrastructure. Cons I havent had much complaints so far other than some things not working randomly a couple of times but overall a good experience. 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. AP ALISSA P. creative director Furniture ### "Reliable Workforce Management with Strong Scheduling Features" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 7, 2026 Overall, my experience has been positive. It provides strong workforce management capabilities, especially in scheduling, forecasting, and employee tracking. While there are minor issues with support responsiveness and occasional bugs, the platform delivers solid value and helps improve operational efficiency. It’s a great tool for teams already using Zendesk, as the integration adds even more convenience. Pros Its intuitive scheduling tools and seamless integration with Zendesk Support. The platform makes it easy to forecast staffing needs, manage shifts, and track employee performance in real time. I especially like the employee tracking and scheduling features, which help keep operations organized and efficient. The interface is user-friendly, and once set up, it streamlines workforce planning significantly Cons One downside is that customer support can sometimes be slow to respond or not as detailed as needed for more complex issues. There are also occasional bugs or glitches, especially when updating schedules or syncing data. Additionally, the pricing can feel a bit high for smaller teams, and some advanced features have a learning curve. 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. 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. AN 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. [View all Reviews](https://www.capterra.com/p/170953/Tymeshift/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.