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.

The thing I like most about Taldesk is that I am able to communicate with customers via text when I need photos or videos to further understand issues that are not able to be determined via phone call. This allows you to do further troubleshooting and have better understanding of any issues being discussed. In turn I am also able to drag and drop over files to them myself to help with step by step instructions or show example photos. Thus saves multiple steps and allows me to work more efficiently. Review collected by and hosted on G2.com.

The thing I dislike about Talkdesk is some files cannot be uploaded due to file size. I then cannot use the drag and drop feature and must take snip it photos to send the files. This downside takes away from using my time most efficiently as it slows my work down some by having to do this. 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.

I find Talkdesk to be a useful management tool, especially with schedule adherence reporting, which keeps my team aware of their time in offline states. The real-time notifications for breaks and meetings are really helpful to keep my team on track. The quality assurance tool makes it easy for me to review calls or messages in 1:1s. I like being able to create custom dashboards that provide the metrics I need most, and that these dashboards can be shared easily with teammates, giving a visual snapshot of performance. The performance management leaderboards are great too; they let team members check their own performance metrics and improve engagement as they get excited about their successes. The initial setup of Talkdesk was simple and straightforward. Review collected by and hosted on G2.com.

With schedule creation, I do wish there was not such a delay between creating a new schedule and when it actually updates to the system. It always seems to be between 24 and 48 hours later. I can change this manually, of course, but the ability for an immediate change to a base schedule would be great. I also wish breaks and lunches could be entered by exact time instead of time from or until shift beginning or end. Review collected by and hosted on G2.com.

I thoroughly enjoy the CTI connection making it easy to find customer accounts. I also enjoy the CoPilot AI as it makes it easier to distinguish when customer spell names and addresses or when I simply misheard a customer. Review collected by and hosted on G2.com.

I dislike that you can only see the previous conversation transcript for only the 30 sec after call time period. I wish we were able to access the transcripts for a longer period of time Review collected by and hosted on G2.com.