Zendesk Talk Reviews

6 Ratings
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Score 7.6 out of 100

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Reviews (1-4 of 4)

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December 13, 2019

Zendesk Review

Score 10 out of 10
Vetted Review
Verified User
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It was being used by my company as a point of contact for customer contact. It was used by our expert customer service reps and they had a smooth experience with it.
  • Clear sound makes callers easy to understand.
  • Easy to understand software.
  • Maybe an updates display, it seems out of date.
  • Larger text and numbers.
If you have a call center and plan on reviewing calls and past contacts on a ticketing system, Zendesk would be worth a try. If you are uninterested in call history or note-taking, you could use another service.
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Sohaib Ahmed Khattak - PCI QIR profile photo
Score 9 out of 10
Vetted Review
Verified User
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I use Zendesk talk on a daily basis from past 4 years. ZD talk is being used by the company which I am working for and all our other sister concerns as well. ZD Talk has been separated by Brands in the system and we are managing the companies. Calls come in and go out from the Software and it is very rare that we face an issue and mostly it is fixed with a little bit of tweaking in the settings or providing privileges. Our whole software support team and professional services use the product to interact through it and get all personnel updated. I have myself asked many of the IT industry users to opt ZD Talk as it can be used flawlessly with less internet speed as well and it does take much of the internet usage. Overall, I have been very satisfied with the product.
  • Make Calls
  • Transfer Calls
  • Call Recordings
  • Merging of calls from one to other
  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Overall, I have been satisfied with the product and don't think that it needs any changes for a single/small organization to opt it. ZD Talk is well suited in a common IT or Software Support industry or environment, it is a fast-paced product with a good ROI because the reports and calling information and reporting all work greatly.
Read Sohaib Ahmed Khattak - PCI QIR's full review
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January 08, 2019

Zendesk Talk: it's okay

Score 7 out of 10
Vetted Review
Verified User
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We use Zendesk Talk to inbound and outbound customer interactions for our Support Team. Currently, that's around 20 users, 5 days a week.
  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
  • Zendesk Talk has the reputation for being a bit unreliable. Calls sometimes drop and the audio is just okay.
  • Zendesk Talk should have an auto log out feature when inactivity has persisted for a specified time.
  • We've had some instances where call recordings didn't record or had weird glitches.
Zendesk Talk is just okay and works well for us because we already use Zendesk. It gets the job done and has good uptime. Besides the times where computers have to be restarted to get Zendesk Talk to work, there aren't a lot of issues.
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December 21, 2018

The Right Voice

Score 5 out of 10
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Verified User
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The whole organization is using Zendesk Talk. By using Zendesk Talk, it brings all our support interactions into one platform and eliminates the need to run external applications.
  • Easy to use.
  • The IVR set up could use some streamlining. Having to go to several different tabs to fully set it up is a bit tedious.
  • Not having an option to stop the recording when gathering credit card information is not an option currently.
  • The callback feature is not currently working.
Currently, Zendesk Talk is not well suited for clients that gather PCI information over the phone. They offer some redaction apps in their marketplace; however, none of them eliminate the need for human resources to ensure important non-payment information is not lost forever.
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Feature Scorecard Summary

Agent dashboard (4)
Validate callers (2)
Outbound response (4)
Call forwarding (3)
Click-to-call (CTC) (4)
Warm transfer (3)
Interactive voice response (1)
Call tracking (3)
Multichannel integration (1)
CRM software integration (3)
Inbound call routing (3)
Omnichannel inbound routing (1)
Recording (4)
Quality management (2)
Call analytics (3)
Historical reporting (3)
Live reporting (3)
Customer surveys (2)
Customer interaction analytics (2)

About Zendesk Talk

Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.
Categories:  Contact Center

Zendesk Talk Technical Details

Operating Systems: Unspecified
Mobile Application:No