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.

I'm sorry - but we do not use these services from Zendesk. Review collected by and hosted on G2.com.

have not used this service so I can't say what I like or don't like. 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.

Great customer facing solution. Highly recommended for public customer support. Review collected by and hosted on G2.com.

I would love a simpler reporting method. It seems a bit overwhelming to run reports but I do see improvements with AI coming Review collected by and hosted on G2.com.

What I like the most about Zendesk are the macros and views that can utilize our workaround. Review collected by and hosted on G2.com.

What I dislike is there are no options to duplicate the ticket and no features for dependency tickets to make it a child ticket. 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.

It is easily acceptable as we use it on a regular basis, being able to communicate with customers as well as other departments via zendesk ticket. Review collected by and hosted on G2.com.

Ticket that are being incorrectly assigned to another department causing a delay in workflow Review collected by and hosted on G2.com.

My feedback as an admin is that Unleash's team made my life much easier. I received a task from our management to implement an AI tool to improve sync between departments - I tried multiple tools and chose Unleash eventually. The reason is that their customer support team fixed bugs within days and kept adding features every other week. The integration was very smooth, and the results didn't take too long to arrive Review collected by and hosted on G2.com.

Unleash needs a few sessions to be expalained - nontehless after 2 sessions we were able to onboard all of the team members. Also, sometimes it can take a few seconds to get an answer to the questions that we ask but it keeps on improving! Review collected by and hosted on G2.com.

Firstly it is very simple to use. I use unleash's Slack assistant often to find out information about our product roadmap. In addition they keep on adding features and integrations based on our request. Their level of support is exceptional! I remember that it took 2 weeks to implement Unleash within our workflow - that's impressive for an AI tool. Review collected by and hosted on G2.com.

Since our company has internal tools that we have built, the integration process of them takes longer than the list of exisiting integrations of Unleash. Make sense but still worth noting that. Review collected by and hosted on G2.com.