Zendesk for Employee Service Reviews & Product Details

Honestly, the best part is that it lives right inside Zendesk. I'm done with juggling messy spreadsheets to predict our staffing needs.

It looks at our actual ticket data to forecast our busiest times, so I can build the team schedule with real confidence instead of just guessing. It just takes the headache out of making sure we have the right people working at the right time. Review collected by and hosted on G2.com.

Its simplicity is both its best feature and its biggest weakness.

It’s fantastic for straightforward scheduling and forecasting, which covers 90% of our needs. But if you're looking for the really deep, granular features of a heavy-duty, standalone WFM tool - like super complex "what-if" scenarios or multi-layered reporting - it can feel a bit basic.

You're essentially trading some of that advanced power for the convenience of having everything perfectly integrated in Zendesk. Review collected by and hosted on G2.com.

Improves coordination between departments like support, operations, engineering, or HR while maintaining clean customer experiences. Review collected by and hosted on G2.com.

Reporting is basic for complex operational or strategic planning. It's also confusing, you have to take the reports that are automatically generated and spend a lot of time customizing them to what you actually want. Review collected by and hosted on G2.com.

I would say its AI-powered forecasting capabilities are a significant strength. The ability to analyze historical data and predict future staffing needs with AI helps organizations optimize their agent scheduling proactively. Review collected by and hosted on G2.com.

its potential complexity and the learning curve associated with its advanced features Review collected by and hosted on G2.com.

It was very friendly, easy to learn, and very clear. The features and functions don't confuse when searching for specific information about the customer. I wasn't part of any type of integration, but I was able to search and find all types of customer information to provide a prompt and fast solution for the customer. Review collected by and hosted on G2.com.

I don't feel that there is anything I dislike about Zendesk. I used the tool for around 4 months, and it would be great if it had an integration with AI. Review collected by and hosted on G2.com.

Managing work load and visibility of chats in queue. Review collected by and hosted on G2.com.

Not dislike, but sometimes annoyed with continuous beep sound, when the chats are not accepted. Review collected by and hosted on G2.com.

Zendesk is easy to navigate. The system is time efficient , making it easy to help the next seller .The different views make it easy to know which box you are working on aswell.You are also able to filter and get exactly what you are working on.Zendesk also helps to see which tickets need the most attention and that delivers good customer services. Review collected by and hosted on G2.com.

The downside of Zendesk is that you always have to refresh to see any updated tickets. Review collected by and hosted on G2.com.

Its best features of tymshift has solved a major issues we all dealt regarding breaches of SLA and SLA call as operations always are seeing a bad time handling the same Review collected by and hosted on G2.com.

Integration with other system is something which needs to be worked on We tried in evaluation with HR system and I think it can be still worked on Review collected by and hosted on G2.com.

I like tymeshift because it's very easy to use, and it helps me to track my schedule for my everyday work and also helps me to monitor my ticket time so that I can avoid being untracked. Review collected by and hosted on G2.com.

What I dislike about tymeshift is when they remove the lock on the clock because there are times that I'm working on a ticket, and tymeshift doesn't count my productivity. Review collected by and hosted on G2.com.

I find what Tymeshift has to offer is outstanding, especially how easy it is to operate and track my teams performance. I find the upgrade to version two was seamless and definitely worthwhile as it allows even better ablilty to measure the necessary metrics for my team. The customer support is brilliant and it is a pleasure to work with the team. Review collected by and hosted on G2.com.

I found the platform a bit buggy at times. However, the team are very quick to work on them and find a solution. Review collected by and hosted on G2.com.

Tracking occupancy has been so very helpful. I love seeing who's working, and what exact ticket they are working on. The scheduling is fairly easy and nice to see them all in one place. I appreciate the reporting as well. Review collected by and hosted on G2.com.

It is such a disservice to be a time tracking app and yet the agents are not able to see their total time worked that they will be paid. It only shows all hours which include lunch we don't pay, so it is very hard for my agents to not go over 40 hours because it does not show them their worked hours correctly. It is also terrible that tymeshift is not available on phones, so agents can see and trade shifts on their phones. When I have to balance a new quarter of schedules I still use the free version of homebase before I use tymeshift, because homebase is easier. Review collected by and hosted on G2.com.