Talk - Product Feedback Page


  • Official comment
    Jenny Gillett
    Zendesk Product Manager

    Dear Violeta,

    Firstly, Thank you very much for taking the time to put this post together and for being a loyal customer and a Zendesk Talk advocate. All the features you have mentioned are very much on our radar and we understand the need for our customers to have such capabilities. 

    Having said that, the very omnichannel nature and CRM vision of Zendesk implies skill-based routing, omnichannel reporting and agent states across all the different channels. Approaching the solution from this perspective will enable a better omnichannel experience; the drawback is that this will require more effort and synchronization across Zendesk Product teams to achieve this. This results in a delay in addressing the specific Talk workflows.


    Zendesk Talk Product Team

  • Thomas de Silva

    Hi Violeta Micu

    Thanks for directing attention to this.


    Let me reach out to the Talk Product team.


    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @


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