Please create ZD Talk integration with ZD Sell

6 Comments

  • Marie Laurenza
    Zendesk Engineering

    Appreciate the product feedback Jay! Integrating Zendesk Talk with Zendesk Sell is definitely something we will do at Zendesk, the question is just how quickly we can do it and where it fits into the roadmap prioritized against all the other things we are building. Understanding how valuable this is to customers is helpful -- and we look forward to seeing how many others upvote your request!

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  • Jay Kershner

    @... thanks for reply.  You'll have to get ZD customers to come your community in order to get votes.  Seems like traffic is super light to all ZD communities considering the size of your customer base...

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  • Marie Laurenza
    Zendesk Engineering

    Yes -- understand. Right now most feedback/questions come through private tickets and we're working to have more and more information be public (Q&A as well as product feedback) so it can be more useful to the masses! Work in progress :)

    -Marie

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  • Nick Wurm

    +1

    Until a true integration is available and the Support + Sell phone systems are unified, at a minimum, we should be able to transfer calls from Support to Sell without being double-billed (currently an issue) and also have the customer's information transfer into Sell, not our Support Talk main line informaiton.

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  • Nick Wurm

    @...

    Where are things regarding a unified Zendesk phone system that pulls together Talk (Support) and Voice (Sell)? There have been no updates, and I would guess that most Sell Voice users are also Support Talk users.

    Did Zendesk decide to buy BaseCRM to say they had a sales CRM platform and appease shareholders? The improvements to the Sell platform have been minimal at best over the last year, and the cross-product integrations are lacking, as shown with the phone systems.

    Zendesk offers 'Duet' licensing wherein you're able to purchase a Support+Sell seat all-in-one, but then turns around and makes the customer manager separate phone systems and double bills the customer when communications between said separate phone systems need to be shared/transferred.

    That's a blatant cash grab IMO, oh, and please spare us the fallback response that it's Twilio's issue because they're the telephony partner.

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  • Antoni Piechnik
    Zendesk Product Manager

    Hi Nick, 

    Thanks for taking the time to write all of this.  I understand your frustration, and definitely understand the need for what you’re looking for.. As Marie mentioned above, integrating the Sell and Voice integration is absolutely something we plan to do, but we can’t share a specific ETA for delivery -  it’s just too early in the development process.. For context, we are currently working on enabling Explore and Messaging capabilities in Sell, and plan to tackle integrating more Suite features including Voice, - soon after. We want to make sure that both Talk will draw from Voice, and the other way around, before we integrate the two. We’ll be sure to update this thread when we get into developing that part of the integration, and the product manager for this area will come back here with questions as we need feedback from users during the development process. 

     

    Regards,

    Antek Piechnik
    Director of Product, Zendesk Sell

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