I have a related post at https://support.zendesk.com/hc/en-us/community/posts/360004398207-Add-ability-to-Zendesk-app-to-make-a-phone-call-text-from-Talk-Text-number

I feel duped in believing the marketing pitch around Zendesk Talk and Text. The product is definitely too rudimentary and missing some seriously fundamental functionality. I'm also disappointed by the lack of movement from the Talk/Text product teams.

Does anyone have a different solution they can recommend? Grasshopper.com and Phone.com both have more features than Zendesk, but are clunky in other ways.