Talkdesk Reviews & Product Details

TalkDesk helps categorize different issue types and ticket types. Where it really shines is its functionality and its ability to connect with Zendesk.

The AI features in chats are also very helpful, especially when I’m trying to craft responses that may be more sensitive. Review collected by and hosted on G2.com.

For chats and SMS, customers can still send messages even when I’m offline. The downside is that if I clock out for the day after a customer hasn’t responded for an extended period, the conversation stays assigned to me. Instead of being connected to a new agent who can help them right away, it remains stuck with me until I clock back in and see it. Review collected by and hosted on G2.com.

What I like most about Talkdesk is how easy it is to manage customer conversations from multiple channels in one place. It keeps chats, emails, and customer information together, which makes it much easier to respond quickly without switching between different systems. I also appreciate that it's user-friendly and helps me stay organized throughout the day, allowing me to focus more on helping customers than navigating the software. Review collected by and hosted on G2.com.

One thing I dislike about Talkdesk is that it can occasionally be slow or lag when switching between conversations or loading customer information. There are also times when chats disconnect unexpectedly or the interface doesn't refresh right away, which can interrupt the workflow. Overall it's a solid platform, but improving performance and reliability would make the experience much smoother. Review collected by and hosted on G2.com.

I like having everything on one platform- voice, chat, sms, whatsApp, performance management, workforce management. It also integrates easily with Zendesk. The reporting is easy to use and provides an abundance of information. Review collected by and hosted on G2.com.

Sometimes the support guides are outdated or not easy to follow. It's also unclear if some options are available with the suite I have. This means I have to contact my account manager to understand if the option is available to me or if it would be an add-on. Review collected by and hosted on G2.com.

Talkdesk has been an amazing resource for our Customer Service team. It lets us quickly review previous customer interactions, and the program is also easy to navigate. The translation tool is, by far, the most accurate and helpful translator I’ve used, and everything feels very well organized. Review collected by and hosted on G2.com.

I don’t have any dislikes about Talkdesk. In fact, I’ve recommended it to others because its performance has been so great. Review collected by and hosted on G2.com.

Talkdesk is very easy to use, and whenever I have questions or run into issues, the Talkdesk team is quick to respond with answers or help get the problem resolved. Maria Diaz has been amazing to work with on all of our projects, and she consistently makes herself available when we need her. Review collected by and hosted on G2.com.

We’ve been using Talkdesk for three years, and I honestly haven’t found anything I don’t like about it. The only improvement I’d like to see is an easier way to build and customize reports, so reporting feels more straightforward to set up and adjust. Review collected by and hosted on G2.com.

Talkdesk provides a comprehensive solution for support teams, enhancing communication and operational efficiency. Review collected by and hosted on G2.com.

The calling to customer makes very easy & convenient. Voicemail function as well as creating a different schedules can be created for each one. Call quality is good and that too without disconnect for long calls such as 2-3 or even 4 hours we have used it. Conf & calling within team members is easy. Review collected by and hosted on G2.com.

I use Talkdesk mainly for managing and organizing phone-based communication, and I like that it brings everything into one organized system. Features such as call history, call routing, voicemail, and reporting are really useful for keeping track of communications and follow-ups. This helps make sure important queries are followed up properly and reduces missed calls. The reporting features are especially helpful for understanding call activity, making it easier to manage a high volume of calls efficiently in my administrative role. Review collected by and hosted on G2.com.

One area that could be improved is the ease of managing and customizing call workflows, as setting up routing rules and reports can sometimes require technical assistance. I would also like more flexible options for organizing call records and adding notes or follow-up reminders after a call. Better integration with tools such as email, Microsoft Office, and student or administrative databases would be beneficial. A simpler interface for non-technical staff would also enhance the overall experience. Some call-routing settings, reports, and advanced features can take time to understand. More seamless integration with email and existing college administrative systems would make it easier to connect calls with student queries, document follow-ups, and other office activities. Better customization of reports would also be helpful for tracking daily communication and pending queries. Review collected by and hosted on G2.com.

I like how easy it is to navigate once you get the hang of it. I like that everything customer related can be easily accessed via the cases. The updates have really helped how easy it is to update the AI Agents Review collected by and hosted on G2.com.

I dislike that the reporting is all over the place. You can tell that multiple people set them up and they didn't all follow the same process. They arent all in the same place, you have to dig to find where the certain report is and building dashboards almost takes a phd in IT Review collected by and hosted on G2.com.

I use Talkdesk daily for handling both inbound and outbound calls. I love how easy it is to navigate the app and identify each caller. The AI tool that summarizes the call notes is my favorite feature because it saves me from having to type everything out manually. Overall, I love everything about Talkdesk. The switch from Zendesk to Talkdesk proved to be efficient, and I found the initial setup to be very easy. Review collected by and hosted on G2.com.

I love everything about Talkdesk. There is not anything I dislike. Review collected by and hosted on G2.com.

The AI Agents builder is what convinced me to stick with it. We’re in healthcare, so our use cases are pretty specific—appointment scheduling, insurance verification, prescription-related requests, and patient identification. I honestly wasn’t expecting to be able to map all of that out manually, but once the orchestrator figures out what the caller needs, it routes them to the right agent. Review collected by and hosted on G2.com.

Getting from a draft to something truly production-ready takes longer than you’d expect. V17 definitely didn’t happen overnight—there were earlier versions where the orchestrator would misread the user’s intent and send them down the wrong branch entirely, which made the experience feel unreliable at times. On top of that, for a small business the pricing feels on the heavier side. It comes across like you’re paying for enterprise-level infrastructure whether you actually need all of it or not. Review collected by and hosted on G2.com.