Zendesk Talk Mobile App

I would also like to see a Talk app, or Talk functionality within the Support app. I manage a small call center where representatives use cell phones almost exclusively and work from home on a regular basis. Having a Talk option within the Support app would make it much easier to assist customers on the go.

Here is another real-life use case, that happened this morning:

I am leaving for the airport in the next two minutes. My laptop is packed away in the car. I just got served a support call. I am our only admin. I got served two more calls en route to the airport.

Can we get some sort of update here? This topic is tagged "Answered" but the last communication from Zendesk was a request for more feedback/use cases, and left us very up in the air as to the status of this request. It's very frustrating providing the requested feedback without getting any sort of acknowledgement at all. Can someone at Zendesk please update us as to where this stands, whether it's even on the roadmap at all, or if we're just shouting into the void?

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.

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!

Natale, 

The number of employees that adopt tablets and VDI solutions is increasing.  Use of VOIP and VOIP like services over VDI has latency and call quality issues. By having a mobile app you circumvent those concerns and can deliver the best experience to an agent, without IT have to spend thousands of dollars on a VDI solution. 

A mobile app would also enable modern Android-enabled TV to be leveraged as alternatives to Polycom or cisco like devices in "War Room" / Sev1 / Problem Management scenarios.  Having the ability to transfer an Enterprise customer to a FirstResponder team in a war room is a feature that no other solution currently has or markets too. 

There is also a simpler reason to do this.  I have a cell phone. I do not have a desk phone.  may have to walk away from my desk while on a call interacting with a customer to grab a team member or other. Go to a startup that is 5 years old or less.  Tell me how many headsets of handphones you see? The desk phone/headset VoIP market space is not a huge growth market.  

Hi Nicole,

Thanks for the information about the flags, I appreciate it.

Did you ever hear back from the Talk team if there are any updates?

We had to leave Zendesk Talk for all the reasons mentioned in this thread. We are constantly on the go and not having the ability to answer calls and make calls quickly and easily from our iPhones was killing us. We signed up with Smith.ai / Keypad and it has been a game changer for us. Smith.ai is a virtual receptionist service. When a customer calls us, it rings my cell phone, if I do not answer, a live person from Smith.ai answers the call. They text us with who is calling to see if we are available. If we aren’t, they email our Zendesk support email address with a very detailed summary of the call. We use their Keypad app to make calls from our business number.

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

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?

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.

I have a related post at https://support.zendesk.com/hc/en-us/community/posts/360004398207-Add-ability-to-Zendesk-app-to-make-a-phone-call-text-from-Talk-Text-number

I feel duped in believing the marketing pitch around Zendesk Talk and Text. The product is definitely too rudimentary and missing some seriously fundamental functionality. I'm also disappointed by the lack of movement from the Talk/Text product teams.

Does anyone have a different solution they can recommend? Grasshopper.com and Phone.com both have more features than Zendesk, but are clunky in other ways.

Zendesk can we please get an update on progress of a talk app

Bump

Do we have any updates on this? Is this on the roadmap?

Any news on this ?

Looking for an update as well.

Update?

Hi there!

My company has a team of Customer Success Officers working in the office. However, I have another group of operators on the move all time and they'll need to communicate with customers frequently. It has been 2 years and this group of people have had to use their own mobile lines to communicate with customers. 

This is not a sustainable practice, and definitely not 'omnichannel', since that is what Zendesk is trying to advocate to us too. We have to seriously consider another service if that is the case. :( Really hoping for a mobile app for Zendesk Talk! I'm sure there is a demand for it! 

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.

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

Has anyone tried the Aircall solution (https://aircall.io)? They have a Zendesk integration that looks like it may solve the issue in this thread. Since Aircall is a software only VOIP, it can run on phones and tablets. We are evaluating it for our support staff, which is essentially, anyone in the company. We don't have dedicated support people, we all function as customer support when needed and available, so we need the flexibility to answer calls on our mobile devices wherever we are. See: https://aircall.io/call-center-software-integrations/zendesk.

Bumping thread - this is absolutely an issue for my team. We're a small (4 member) group of support representatives that cover 21 hours a day, 6 days a week. The ability to handle calls on the go is critical for us, and the Support app doesn't give us what we need. The desktop version no longer appears to work on our phones. 

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.

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

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?