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Sometimes the support guides are outdated or not easy to follow.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.

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.

I enjoy how easy it is to create macros for tickets as needed. I also like how our tickets are organized by type, whether they’ve been completed, and the last time we worked on a ticket or checked in with a customer about it. Review collected by and hosted on G2.com.

Some text in tickets can be harder to read in dark mode, although it’s very easy to switch back to light mode when needed. Review collected by and hosted on G2.com.

What I like best about Talkdesk is the flexibility it gives us to build a customer experience that fits our operation instead of forcing us into a one-size-fits-all model.

We use Talkdesk across voice, SMS, chat, WhatsApp, and AI-powered interactions, and the platform gives us the ability to create routing, business-hour logic, after-hours handling, escalation paths, and other workflows around the customer journey. It also offers useful agent-facing features, such as translations and conversation summaries, that help our team work more efficiently.

The platform has given us the tools to improve both the customer and agent experience while continuing to scale our support operation. Review collected by and hosted on G2.com.

The biggest challenge with Talkdesk is that some of the more advanced features can take time to fully understand and configure. The platform is very flexible, but that flexibility can also create a learning curve when building more complex routing, automation, or AI-powered experiences.

At times, documentation could also be more detailed or easier to navigate, especially when trying to understand how multiple features work together. That said, the flexibility and overall capabilities generally outweigh those challenges. Review collected by and hosted on G2.com.

The best thing about Talk desk is its intuitive, cloud-based interface, AI-powered automation, and robust omnichannel support. It brings voice, email, chat, SMS, and social interactions into one platform, which makes it easier for support teams to deliver a consistent customer experience. I also like the real-time analytics, customizable workflows, and seamless CRM integrations, which help us engage with our users and support them as they build our creator economy. Review collected by and hosted on G2.com.

It is feature-rich, but some advanced capabilities require higher-tier plans. I think there should be a trial phase for smaller teams, because for a small business these upgrades can increase overall costs. Also, the reporting features feel very vague and are not clearly explained. Review collected by and hosted on G2.com.

Omnichannel capability allows you to have all input channels in the same tool. Easy to manage, implement, and very intuitive. There are several interesting modules such as QM assist, the knowledge module, copilot, and autopilot based on agentic. Review collected by and hosted on G2.com.

What I don't like is the billing model, especially if AI resources are used, it is quite complex. Review collected by and hosted on G2.com.

Performance-wise, it is easy to use for documenting customer concerns and actions/resolutions by the representative. It makes referring back to previous tickets more helpful. Especially since it connects to our Zendesk platform for interactions.

The AI summaries allow me to focus more on things that need documenting rather than needing to recap the whole call. The in-call transcriptions are helpful and limit the necessity for asking for repetition unless necessary. Review collected by and hosted on G2.com.

The auto summary of the disposition does not always land on the correct disposition. For example, not every call is an escalation. Minor, but when call/work volume is heavy, it is easy to overlook setting the correct disposition. Review collected by and hosted on G2.com.