Workforce management for the modern age.
Tymeshift is an omnichannel workforce management (WFM) tool that is made exclusively for Zendesk. With a quick setup and intuitive interface, Tymeshift helps customer support teams transparently manage their workforce to make agents more efficient and managers more engaged.
Time & attendance: automatically track time spent on Zendesk tickets, chats, and calls. Create custom AUX states for lunch, breaks, and other activities.
Real-time monitoring: see what your entire team is doing in real time and across all channels.
Occupancy & utilization: understand what percentage of time agent’s spend working on their core support activities.
Scheduling: fast and easy! Create detailed intraday schedules and view staffing across all channels. Even better - agents can view their schedule without ever leaving Zendesk.
Schedule adherence: understand how well your agents are adhering to their schedules by overlaying their actual activity vs. expected schedule or via a percentage score.
Agent scorecards: transparency boosts productivity! Make custom scorecards for your agents with the metrics that matter to your organization. Agent’s can check their scorecard right inside of Zendesk.
Notifications: configure custom rules and get alerted when things are going awry. Notify a team lead when an agent logs in late or if they’re in an idle state for too long.
Forecasting: plan for the future by forecasting the number of contacts you can expect across all channels and how many agents you’ll need to handle them.
Any questions? We’ve got a team of WFM Warriors that are always ready to help — hit them up at firstname.lastname@example.org. We host regular webinars where we deep dive into Tymeshift at tymeshift.com/webinars.
Are you using Zendesk Chat? You can install the Tymeshift for Zendesk Chat App here. It lets you track your agent’s chat activity - don’t worry it’s linked to your Tymeshift account, so all of your tracking data stays in one place.
How to install: It only takes 2 minutes (we promise)!
Click the install button above.
Enable your desired role/group restrictions.
Click install once more.
Select the Tymeshift icon in the upper right-hand corner of Zendesk to complete the installation.
You’re all set!