Would love to hear from real users about Talk

11 Comentarios

  • Jessie Schutz
    Zendesk team member

    Hi Dinos! Welcome to the Community!

    I've pinged our Community Moderators, who are Zendesk users like you, to see if they have any insights on Talk that they'd like to share. Hopefully some other Community Members will jump in as well!

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  • Jim Aycock

    Unfortunately we are not able to get caller ID information to flow into the Zendesk ticket interface.  So all tickets are not identified with the caller.  For this reason we will drop talk at our next opportunity.  

    1
  • Dinos Papoulias

    Thank you, Jim for the insight. Appreciate your feedback!

    0
  • Heather Rommel
    Community Moderator

    We love the way tickets are automatically created, how the calls are captured/recorded and transcribed.

    We set our business hours so calls go straight to voicemail after hours and we pick those up in the morning.

    IVR took some time to get in place - we think the interface could be easier - but once it's in, this is totally smooth.

    We like that we can set a buffer for how long between calls. So if an agent hangs up, we give them xxx mins/seconds to collect themselves before getting another call.

    Interestingly, we use Ring Central also. You may want to try it out and then decide but you have to buy the Zendesk plan (can't do it on a Zendesk Trial plan) and I believe you need Talk Professional.

    Worth it!

    1
  • Dinos Papoulias

    Great feedback, thank you Heather!

    I appreciate it!

    Would you ever consider Zendesk Talk reliable enough to use as your main "day to day" phone? The vast majority of the regular business calls I get require follow up in some form by email, and I think using Zendesk Talk as my main phone might be easier for me (and about the same price as I'm already paying for RingCentral). It's just not a traditional VOIP, and there is no mobile app (I know there are work arounds for that anyway). 

    Thanks again!

     

    Dinos

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  • Heather Rommel
    Community Moderator

    Hi Dinos,
    We would, yes, *but* we live in a zendesk all day so it’s an easy switch. If you don’t then it’s a little tricky.
    As Jim pointed out, calls don’t auto pull customer info into the ticket as the requester so that’s a bit of a drawback but we’ve trained our agents to change the requester so it has become part of our flow. Interestingly, you can search for the customer by phone number in the requester field so you don’t even have to think really. You just have to make sure user profiles are populated with the phone numbers.
    If I could select my zendesk number on my cell phone and call out and then the ticket auto creates - man that would be AWESOME. Someday perhaps!

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  • Dinos Papoulias

    Thanks again Heather for writing back! 

    I know RingCentral has a Zendesk integration - might try it out to see how it works. 

    I do hope Zendesk starts auto-pulling that info; it seems like it should be a no-brainer. I might look into whether or not I could automate that with Zapier. 

    In terms of calling out from your cell phone, as long as you have a recent version Android or iPhone, technically you can, for example, open ZD in Safari on your iPhone and call. It's very clunky, but I did place a few test calls that way from my ZD Talk number, even through Bluetooth in my car. So it works, the UI just sucks big time.

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  • Dinos Papoulias

    Hey all, 

    Just following up here; looks like Zendesk is auto-pulling the info now from what I just saw in my helpdesk; do you see the same? Thanks!

     

    Dinos

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  • Heather Rommel
    Community Moderator

    @Dinos - Actually, no I'm not seeing auto-pull! You must be getting lucky! Do you have the +1 for calling and no +1 in your contacts' phone numbers? Meaning, how are you set up if you can say?

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  • Dinos Papoulias

    @Heather - I guess I am getting lucky! 

    I'm not sure what you mean by "+1 for calling", but I do have the +1 in users' contacts - so, for example, one is +1301461XXXX.

    Happy to answer anything else!

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  • Heather Rommel
    Community Moderator

    Great stuff, Dinos. I might need to update all my users' phone numbers with the +1 and see if that makes the auto-pull work for us too.

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