Zendesk Talk Mobile App

Answered

59 Comments

  • Official comment
    Chris Coughlan
    Comment actions Permalink

    Apologies for the radio silence. While this is something that is clearly important to your workflows, it's also something we have needed to very carefully consider. 

    I'm happy to tell you that introducing select functionalities from Talk into the Support mobile apps is something we're actively pursuing now. While I can't give you exact timeframes, if you're a Support Android customer, you'll already see that we've released the first of such features "Agent Status control" recently. You can find out more about that here: https://play.google.com/store/apps/details?id=com.zendesk.android

    This will follow for iOS in the next quarter and we'll continue investing time into Talk features for mobile in 2020.

    If you'd like to share more detailed feedback regarding Talk usage and mobile for your workflows and use cases feel free to contact me on chrisc@zendesk.com

  • Caroline Kello
    Comment actions Permalink

    Hey Natalie,

    Thanks for this feedback! This is something we're discussing on how to solve since it's a clear pain point for customers like yourselves. One of the things that we're thinking of is forcing an agent offline if a certain parameter is met, maybe something like if you've missed or declined 3 calls in a row we'll set you as offline.

    Would there be any value in us handing that configuration over to you, and if so would you see it on a per phone number/per agent/per account setting? Or are you happy if we made a global change that across the board, you can't change it, but now all agents will be set as offline if a parameter (like above) is met. 

    Looking forward to hearing your thoughts. 

    Caroline

    0
  • Natalie Doran
    Comment actions Permalink

    Hi Caroline,

    That parameter wouldn't particularly help us, I'm afraid - like I said, we have a pretty low call volume. (We've only had three calls today, which admittedly is a slow day for us.) It would take some pretty extraordinary circumstances for an agent to miss three calls in a row .

    What we're after is a way to catch it after one (or before that one is served), so our customers have the highest chance of hitting an available agent on the first try and minimizing their wait time, since most of them are going through our company's IVR before being routed to the specific Talk one. 

    1
  • Caroline Kello
    Comment actions Permalink

    Understood, this all makes sense more sense now that I better understand your use case. Thanks Natalie!

    I think there's some research needed on our part to understand if we solve the majority of the problem by changing the inherent behaviour of the offline/online status, or if we need to give some kind of remote functionality (like through a Talk app) to users. 

    Thanks for sharing your use case and your need for this piece of functionality, I appreciate it and I'll feed it into our ongoing discussion how to best solve this pain point. 

    0
  • Mike
    Comment actions Permalink

    Exact same problem here.

    Small business, low call volume, and we use mobile phones as your telephone endpoints exclusively.

    Currently, it is extremely cumbersome to have to log into the Zendesk dashboard -- which renders on a mobile in a full desktop layout -- just to tap the tiny softphone icon to get a dial screen, etc.

    It is a common task to field calls and originate outbound calls from our mobiles, which is exactly why we choose to use this type of service vs. a traditional office-based phone system.

    However, the current limitation that there is not a mobile-friendly app or interface on Zendesk results in a lot of frustration -- especially when a competitor service (Freshdesk) already has a mobile support app that has the phone interface built in.

    4
  • Josh
    Comment actions Permalink

    Zendesk talk just needs built into the sub-par zendesk support app. 

    3
  • Josh
    Comment actions Permalink

    Hello is there an update on this Caroline?

    2
  • Neisy Mesa
    Comment actions Permalink

    Hello

    Is there an update to this? 

    This is the second time in a week that I have had to stop what I was doing, grab my laptop to make an urgent call regarding a ticket. Not having a call option on the ZD app is hindering my team's ability to provide the appropriate support to our customers. 

    This integration needs to happen sooner than later. 

    4
  • Weston Brown
    Comment actions Permalink

    I too would like to see this functionality built into the Zendesk app. The primary reason we use Zendesk Talk is to ease the burden of funneling all of our support calls after hours to whoever is on call. Having to grab a laptop to change login status is tedious.

    3
  • nickrohan
    Comment actions Permalink

    We currently use Dialpad for our Calling Channel. I would love to switch to ZD talk but some of the issues mentioned in this thread are the main reason we haven't switched. We have on call agents working 24/7. After business hours they work from home and working from a cellphone is essential because we don't have a high volume of calls (3-4 per weekend) so I can't pay someone to sit in front of a computer to wait for these calls. Dialpad handles this well but I would prefer to use the native phone app for simplicity of training staff and better integration. So to summarize:

    1. Talk app on the cellphone is essential

    2. Would need to be able to toggle availability on/off from a phone when on call agent's shift ends

    3. A Talk setting which allows company to set how many missed calls knock an agent out of the queue. In Dialpad we knock someone out if they miss one call and if no agents are logged in with calls waiting a manager gets a phone call alert through Pagerduty so they can jump in and deal with it.

    2
  • Simon Turnbull
    Comment actions Permalink

    We also need an easy Zendesk Talk app for mobile. Most of my team now works "out of office" and we need ways of capturing communication through Zendesk. 

    Also would be helpful if an incoming call to a standard mobile could be easily (one click) converted to a zendesk number and ticket created. The number of calls I take on the road that need to be recorded s ever increasing.  

     

    2
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the feedback, all. Please continue adding detailed use cases and scope/impact info. 

    0
  • Daniel Gadus
    Comment actions Permalink

    Hej Zendesk/ Nicole,

    are you allready working on Zendesk Talk app or it's just something you going to develop in the future? :) 

    2
  • Natalie F
    Comment actions Permalink

    Yes, is there an update on this? Will this service be available soon?

    0
  • Jacob Colberg
    Comment actions Permalink

    Any update would be great.  Right now my company has a small international team and being able to access Talk via an App would make our lives so much easier.  Very low call volume right now but even with a low call volume the current process is painful. 

    1
  • Natalie Doran
    Comment actions Permalink

    Any update on this?

    To expand on our use case, since we're a small company our support team has a lot of responsibilities that would belong to other departments in larger organizations. In addition to pure support, we do a lot of sales support, field service, application engineering, installations and trainings, etc. We're heading into one of our biggest trade shows in the upcoming weeks and all but one of our support personnel will be on the showroom floor manning our booth. It would be great if our team members could set themselves as available using the Zendesk app when exhibit hall traffic is low and easily set themselves offline when we're busy. 

    2
  • Martin Grøn
    Comment actions Permalink

    We are contemplating moving from Zendesk Talk due to this missing feature - and the complaints we get on the voice quality. 

    I am not sure if there are any improvements on the voice quality if you switch to a better plan - we are currently on basic...on the laptops it got better when we switched to wired connections, but the quality when answering by phone has not improved at all...

    1
  • Natalie F
    Comment actions Permalink

    We are contemplating the same thing. Our 3 top sales people are on the road most of the time and as well are using their cellphones. The call quality is severely lacking and then have no way to edit their tickets on the road. Because of this, they have to re-listen to calls later to clear tickets or have one of our CSRs do this to avoid back logging the system. Not an efficient way of conducting business. 

    0
  • Weston Brown
    Comment actions Permalink

    The idea of Zendesk Talk is perfect for a small team. In it's current form, however, it doesn't provide the flexibility that we need. We are in the process of testing other solutions. Unless Zendesk releases a major update to talk, we will be making the switch as soon as we find a viable alternative. 

    0
  • Josh
    Comment actions Permalink

    Our reps fly around the country. If they want to make a call, they need to stop what they're doing, open a laptop, then try to make a call like that. Freshdesk and Desk.com have offered mobile apps for a long time that have voice/phone calling built in.

    4
  • Natalie Doran
    Comment actions Permalink

    Can we have an update on this? Is it on the roadmap at all?

    4
  • Tobias
    Comment actions Permalink

    A roadmap would be much appreciated. Flexibility is key for us and I guess for many more. So any update would be great

    1
  • Alan Hagerman
    Comment actions Permalink

    Is this channel even monitored by Zendesk.  We too find this feature lack a reason to be evaluating alternatives and moving from Zen.   That would include everything.   Either you are a modern support solution or you aren't,    Who doesn't use a mobile phone nowadays?

    4
  • Natalie F
    Comment actions Permalink

    The lack of communication from reps at Zendesk regarding this much needed feature, is very disappointing. We've only been with Zendesk a few months and are already looking at an alternative as this is a key feature for us. 

    If Zendesk wants to retain all of these customers (and not lose possible future customers) who clearly need this feature, it would be best if someone from Zendesk provides some feedback as to the plan for implementation of this feature, instead of the usual response of "Thanks for the feedback". 

    2
  • Weston Brown
    Comment actions Permalink

    I would like to add that if this app/feature becomes available, I believe it should be available to all talk subscription levels. I can’t see us paying for an “enterprise” subscription level when small to medium sized teams are the ones that need it most!

    1
  • tom
    Comment actions Permalink

    I don't use the Talk app but was considering switching for better integration but found that there is no iPhone app...This is almost funny in this day and age not to have an app for something like this and then for zendesk to ask for use cases?? Seriously?

    - Working from home is getting ever increasingly more popular

    - Not everyone is stuck at the office 9-5

    - Small companies do not necessarily install a full telephone system but may rely on company mobiles

    - Employees don't always assume one role; they may be designing, invoicing, packing, etc. having to rely on the browser to receive calls is not always possible

    To name a few..

    Least I have an easy answer, i'll stick with my current phone software

    1
  • Kristin Tomic
    Comment actions Permalink

    I would also like to see a Talk app, or Talk functionality within the Support app. I manage a small call center where representatives use cell phones almost exclusively and work from home on a regular basis. Having a Talk option within the Support app would make it much easier to assist customers on the go.

    3
  • Natalie Doran
    Comment actions Permalink

    Here is another real-life use case, that happened this morning:

    I am leaving for the airport in the next two minutes. My laptop is packed away in the car. I just got served a support call. I am our only admin. I got served two more calls en route to the airport.

    Can we get some sort of update here? This topic is tagged "Answered" but the last communication from Zendesk was a request for more feedback/use cases, and left us very up in the air as to the status of this request. It's very frustrating providing the requested feedback without getting any sort of acknowledgement at all. Can someone at Zendesk please update us as to where this stands, whether it's even on the roadmap at all, or if we're just shouting into the void?

    5
  • Natalie F
    Comment actions Permalink

    I agree with Natalie Doran.

     

    This is topic isn't "Answered" at all. Clearly there is a demand, and a number of your customers are constantly inquiring about this, without receiving any updates from Zendesk staff. 

    Very disappointing.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Natalie - 

    The answered flag is used to indicate that a Zendesk representative has responded. The "planned" flag indicates that something is under development, and "completed" when it has been released. 

    We do keep Product Feedback threads open so long as it has been active in the past 120 days and hasn't been deemed a no-go by the product teams. This does sometimes mean that threads live on for years before we're able to get them prioritized. We receive several hundred feedback requests every month, and can only prioritize a few dozen for actual development every quarter. Sometimes there are things we really want to do that get stuck on a backlog for an extended period of time. 

    All that being said, I'll check in with the Talk product team to see if they have any updates. Standby!

    -1

Please sign in to leave a comment.

Powered by Zendesk