Zendesk Talk Mobile App

Planned

59 Comments

  • Martin Grøn
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    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...

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

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  • Weston Brown
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    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!

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  • tom
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    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

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  • Tom Gaynor
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    Not sure what you mean by "multi operators". Smith.ai has receptionists all over the United States and calls get routed to the first available receptionist. They answer calls from 9 am to 9 pm EST and usually answer within a few seconds of the phone ringing. Their system allows their receptionists to answer the call as if they work directly for my company and they keep a database of our customers names and contact info so they know who is calling. Does that help?

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  • Arno Lindroos
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    This would be most helpful. Our agents are constantly on the move, and answer via mobile phone.

    • They are not able to answer all calls, and calling back to those customers should be possible via Zendesk mobile app, so that calls get recorded to Zendesk tickets.
    • Many calls they would need to transfer to other agents which should also be possible with Zendesk mobile app, showing controls for the ongoing call answered on the mobile phone. (Now this is only possible, if you are able to open Zendesk in browser to transfer the call).
    • It would also be helpful to check and set your own status with Zendesk Talk, and to be able to set yourself online and answering via mobile phone.
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  • Natalie Doran
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    Do we have any updates on this? Is this on the roadmap?

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  • Simon Turnbull
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    Any news on this ?

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  • Paul Loots
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    Looking for an update as well.

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  • nickrohan
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    I agree with Ming and the other comments above. We are currently using Dialpad and cannot switch until there is a functional Talk app that allows emergency on call operators to operate proficiently away from their desk on the weekends.

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  • Kris wolton
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    We would love to use Talk, but absolutely cannot until there is a mobile app and/or integration with desk phones such as Yealink.

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  • Formspree Service
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    Ugh doing a talk trial now but looks like I'm gonna cancel. Talk is useless for our company if we can't set online / offline status on the go. Our company doesn't have dedicated agents, we're a small business. I'd prefer to have my business hours set, and only forward calls to my personal phone during those hours by default. When I need to go offline, I should be able to open an app on my phone and set offline.

    Stuff like this makes me feel like zendesk was designed for big support teams, not small businesses.

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  • Natalie Doran
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    This thread is now more than 2 years old and it's been more than a year since the last Zendesk employee commented on it.

    Can we get any sort of update at all?

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  • Caroline Kello
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    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. 

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  • Nicole - Community Manager
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    Thanks for the feedback, all. Please continue adding detailed use cases and scope/impact info. 

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

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  • Natalie F
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    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. 

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  • Weston Brown
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    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. 

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  • Natalie F
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    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.

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  • Natalie F
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    @Tom We are looking to move for the same reason. Does Smith.al have the option for multi operators?

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  • Tyler
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    Please create an app for this voip.
    We do not want to have to be in front of a browser to answer calls.

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  • Jasir Sharif
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    This feature is very important for us too. When can this be implemented?

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  • Greg Nallie
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    Forcing Zendesk Talk users to log into zendesk.com through a mobile web browser just to change status or make outgoing calls from their mobile device is unacceptable for a leading support platform in 2019. We've been using Google Voice for years, the ability to manage your voice service through an easily-accessible app is a no-brainer. If this isn't addressed, we'll be moving to something like Google Voice Enterprise or Aircall as mentioned above.

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  • Jimmy Rufo
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    +1 for this feature.  Needed on a mobile app.

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  • Natalie F
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    I wholeheartedly agree Olaf.

    The last response (https://support.zendesk.com/hc/en-us/community/posts/115007285807/comments/360001961988 ) from Nicole, she stated "Stand by!" What happened to the follow up promised in that post. 

    With the REPEATED inquiries from your customers on this post in the last year and not one staff member can provide an update with substantial information, that is really embarrassing as a company. 

    However, if you also read in the last response, the agent also advised "This does sometimes mean that threads live on for years before we're able to get them prioritized." so I wouldn't hold my breath. 

     

     

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  • Martin Grøn
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    In the latest product news webinar, they showed that an upcoming version of the app, will have the option to login and out of the Talk, so there will no longer be a need to open a browser to do this - when this app update will surface - they did however not mention.

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  • Stefan Saeys
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    is there any update on this? We need a soft phone app for iPhone and Android.

     
     
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  • Simon Turnbull
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    Also eagerly/desperately waiting for this.

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  • Nicole - Community Manager
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    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

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