# Zendesk WFM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Zendesk WFM the right Workforce Management solution for you? Explore 18 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/170953/Tymeshift/reviews --- Zendesk WFM 4.9 (18) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Zendesk WFM Ease of use 4.8 Customer Service 4.9 ## Showing most helpful reviews Showing 1-18 of 18 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AJ G. IT Administrator Hospital & Health Care Used the software for: 6-12 months ### "Great tool for IT, HR, and EHR. " January 22, 2026 5.0 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/) Reason for choosing Zendesk WFM We needed a simple tool, not something bloated and geared towards large IT or managed IT. Review Source LO Luis O. Head of CX Furniture Used the software for: 1-2 years ### "Best Value and Support in the Work Force Management Game " October 15, 2021 5.0 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. Alternatives considered [Workforce Optimization (WFO)](https://www.capterra.com/p/225152/Monet-Live-WFO/)[Verint Automated Quality Management](https://www.capterra.com/p/104168/Impact-360/) Reason for choosing Zendesk WFM Cost and platform demo. I felt with Tymeshift we got more bang for our buck and simplicity. Review Source AP ALISSA P. creative director Furniture Used the software for: Less than 6 months ### "Reliable Workforce Management with Strong Scheduling Features" April 7, 2026 5.0 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 VR Verified Reviewer Assoc. Dir Non-Profit Organization Management Used the software for: 6-12 months ### "Helpful for onboarding as a remote employee" December 23, 2024 4.0 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 RS Rafael S. CS Tools Administrator Information Technology and Services Used the software for: 1-2 years ### "WFM made easy" November 30, 2021 5.0 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. Alternatives considered [Assembled](https://www.capterra.com/p/195644/Assembled/) Reason for choosing Zendesk WFM Automatic scheduling, its ease of navigation for agents, how integrated it is with Zendesk, and the accurate forecasting we've obtained. Review Source HD Haley D. Accounting Admin Medical Practice Used the software for: Less than 6 months ### "Reliable and Flexible for Remote Work" March 26, 2026 5.0 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 Tyler A. President Renewables & Environment Used the software for: 2+ years ### "Great forecasting & scheduling solution for Zendesk" October 13, 2021 5.0 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. Review Source Sigmund D. CSWOWINC Consumer Goods Used the software for: 6-12 months ### "Good timekeeping tool but still has limited functionality" November 10, 2021 4.0 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 Alternatives considered [NICE Workforce Management](https://www.capterra.com/p/211852/NICE-Workforce-Management/) Reason for choosing Zendesk WFM Ease of integration with Zendesk systems Review Source 'Rowdie' Mitch G. VP of Business Development Used the software for: 6-12 months ### "Great time tracker & employee management tool for ZenDesk" August 1, 2018 5.0 Actionable analytics for workforce management. Pros I 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. Cons The 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. Review Source Response from Zendesk August 9, 2018 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!:) Chad R. Partner Marketing and Advertising Used the software for: Less than 6 months ### "Exactly what we needed" October 19, 2021 5.0 The support team was very helpful in the onboarding experience. Granted, the software was super slick to setup, so that helped too. Pros The forecasting feature is top-notch and helps us manage our workforce. Cons I 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. Review Source MAA Mohamed Amine A. Customer Support Agent Facilities Services Used the software for: 6-12 months ### "Great & Functional Tool" October 30, 2024 5.0 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 LK Lisa K. Partner Liaison Health, Wellness and Fitness Used the software for: I used a free trial ### "Easy to use, terrific time saver!" April 8, 2025 5.0 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 AA Ali A. Customer advisor Information Technology and Services Used the software for: 6-12 months ### "A very useful tool for companies" January 13, 2024 5.0 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 MS Matthew S. Team Lead Security and Investigations Used the software for: 2+ years ### "Great WFM tool" May 5, 2023 5.0 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 SH Saria H. Operations Manager Consumer Electronics Used the software for: 6-12 months ### "It's going to be one of the best WFM tools out there" November 23, 2021 5.0 Pros 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. Cons Our 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 Review Source MC Michelle C. Agent Advocacy Manager Insurance Used the software for: 2+ years ### "Tymeshift is great!" May 4, 2022 5.0 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 SZ Simona Z. CommerceCore Marketing and Advertising Used the software for: 6-12 months ### "Excellent!" December 24, 2021 5.0 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. Reason 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 OC Onel C. Malaga 85 Consumer Services Used the software for: 6-12 months ### "Consultor CX" December 14, 2021 5.0 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 ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.