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Zendesk WFM (Tymeshift)

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AI-powered workforce management built natively for Zendesk

Call Center Workforce Optimization Software
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  • Deployment Cloud Based
  • Starting price $50/agent/month
  • Free trial Available
  • Best for SMEs, Agencies, Enterprises

What is Zendesk WFM (Tymeshift)?

Zendesk Workforce Management, formerly Tymeshift, is a workforce management tool built natively for Zendesk. It uses AI to analyze historical Zendesk data and forecast staffing demand by day, week or campaign, then automatically generates agent schedules based on that forecast. It also provides real-time and historical visibility into agent activity and adherence, along with analytics and customizable reporting on team performance, all inside the Zendesk interface.

Zendesk acquired Tymeshift and rebranded it as Zendesk Workforce Management. It is sold as an add-on to Zendesk Suite plans, priced at $50 per agent per month billed yearly as part of the Workforce Engagement bundle. A free trial is available by contacting Zendesk directly.

Key Features of Zendesk WFM (Tymeshift)

Zendesk WFM (Tymeshift) lists 8 documented features, including AI-powered staffing demand forecasting from historical Zendesk data, Automatic agent schedule generation based on forecasts and Real-time and historical agent activity tracking. The list below covers what the product does rather than how it is marketed.

  • AI-powered staffing demand forecasting from historical Zendesk data
  • Automatic agent schedule generation based on forecasts
  • Real-time and historical agent activity tracking
  • Adherence monitoring
  • Analytics and customizable performance reporting
  • Agent self-service visibility into schedules
  • Native, purpose-built integration with Zendesk
  • Campaign- and skill-based staffing segmentation

Zendesk WFM (Tymeshift) Pricing

Zendesk WFM (Tymeshift) lists 1 plan without published figures. Pricing is quoted on request.

Workforce Engagement add-on

$50/agent/month

Requires Zendesk Basic plan or above (Suite plan or above)

Request pricing

Billed yearly; sold as an add-on bundle to Zendesk Suite plans, includes workforce management capabilities

Zendesk WFM (Tymeshift) Specifications

Zendesk WFM (Tymeshift) is available on web app. It offers an API and has a free trial.

Deployment
  • Cloud Based
Billing cycle
Yearly
Desktop
  • Web App
Languages
  • English
Built for
  • SMEs
  • Agencies
  • Enterprises
Support
  • Email
  • Phone
  • Live Support
  • Tickets
  • Training
Integrations
Zendesk Suite (native)
Public API
Yes
Free trial
Yes
Free plan
No
Runs in browser
No
Customisable
Yes
Website
zendesk.com

Zendesk WFM (Tymeshift) Videos

Zendesk WFM (Tymeshift) Screenshots

Zendesk WFM (Tymeshift) screenshot 1

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Zendesk WFM (Tymeshift) FAQs

Yes. Zendesk acquired Tymeshift and rebranded it as Zendesk Workforce Management (WFM).

It is sold as part of the Workforce Engagement add-on bundle for US$50 per agent per month, billed yearly, on top of a qualifying Zendesk Suite plan.

No, it is built natively into the Zendesk platform as an add-on rather than a separate standalone tool.

Yes, it uses AI to analyze historical Zendesk data to forecast demand and automatically generate agent schedules.

Zendesk states a free trial can be arranged by contacting their sales team directly.