How can I troubleshoot Talk issues?

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  • Mark Burrows

    Here's one...
    Call recording and voicemail can't be played.
    Please help.

  • Bob Novak
    Zendesk Team Member

    Hi Mark - I see you also submitted a ticket, so thanks for reaching out! If you can provide an update in your ticket with ticket examples having this issue, that will help troubleshoot the problem. 

  • Todd

    in the suggested troubleshooting link, there is no right click available.  Also that tip is not clear.  Are you saying use a browser other than chrome?  Or test chrome at the appspot link? What if no sound comes out of the speakers?

  • Brian Beck
    Zendesk Product Manager

    Hey Todd,

    Happy to help with that! We're going to update that section. In the mean time, go to and run the two tests on the Twilio Client screen, then click on the network tab and run those two tests. If those all check out fine and you're still having Talk issues, please submit a ticket to so that we can jump in and help get Talk working for you!

  • Treez, Inc

    For one of my agents using chrome, the Call/Answer button doesn't do anything when clicked. No error message or anything, just unresponsive. It does work on firefox (though Chrome is our preferred browser). The odd thing is for some other agents using chrome the buttons do function correctly. Can't figure it out, not a firewall issue.

  • Michel
    Zendesk Team Member

    Hi Mike, 


    Have your agent try using Chrome in an incognito window. This usually is going to be a good indicator of a defect of your browser or if it is an issue related to caching issue or browser extension.


    If it is working in the Chrome incognito window, have your agent clear cache and cookies and try again on his tab. If this issue is still present, have this agent disable all extensions on the browser and try it again switching on extension after extension. This would allow you to see what extension would be conflicting with the Talk experience. If none of those works, there is a more drastic version of this solution which would be to reset your Chrome browser totally, this would factory reset the browser and get rid of anything impeding with Talk: 

    I hope this would help. If you are still having issues, please submit a ticket to and we can go through more troubleshooting steps together. 





  • Kristin Tomic

    My reps and I have Talk set to forward calls to our cell phones. When we answer, we hear the recording asking us to press a button to accept the call (I don't want calls going to personal voicemail). About half the time, the call never connects, even if we press a button or #. How can we resolve this? Rebooting the phone doesn't help. The call does roll to another associate, but that's not a preferred outcome.

  • Jon Daniels
    Zendesk Customer Advocate

    Hey Kristin! We've reached out to you on the ticket you created for this, can you share the information the advocate in that ticket asked for? We will be happy to help you troubleshoot this!


  • Victoria

    Same issues as those described above: poor line quality, calls dropping, calls that don't allow us to answer, and a time lag that means we end up talking over customers. I would appreciate any advise on how to resolve all of these!

  • Brett Bowser
    Zendesk Community Team

    Hey Victoria,

    We will most likely need to take a look at a couple of call examples to determine what the cause is here. I'm going to generate a ticket on your behalf for our Customer Advocacy team to take a look at. You'll receive an email shortly stating your ticket has been created.



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