Talkdesk vs. Zendesk Suite

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Talkdesk	Score8.6 out of 10	N/A	Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.	$85 per month per user
Zendesk Suite	Score8.8 out of 10	N/A	Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.	$69 per month per agent

*Talkdesk also offers per hour login consumption pricing and concurrent pricing. Prices are based on a minimum 3 year commitment to these Editions. Additional telco and usage fees not included. Due to foreign exchange rate approximation, list price is not the exact price that will be quoted.

20% discount available with annual pricing.

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Community Pulse
Key User Insights
	Talkdesk	Zendesk Suite
Considered Both Products	Talkdesk Nontobeko Mkhize lead associate in Customer Service at WNS global services (Telecommunications, 201-500 employees) Chose Talkdesk Call recordings, quality assessments, feedback, coaching, and monitoring, the call flow is effortless and painless, changing statuses from after-call work is updated to be qued so you cannot change after aftercall work is finished, shows you the company metrics, SLA, … Incentivized Helpful? lindelwe judicious khuzwayo documents support specialist in Customer Service at wns motorway (Consumer Services, 201-500 employees) Chose Talkdesk Talkdesk is used to take inbound and outbound calls, which helps improve customer experience. It also provides evaluations through quality management. Talk desk scores are sometimes behind, but they still work well regarding taking and receiving calls. Some agents blame the … Incentivized Helpful? Verified User Chose Talkdesk Due to our utilization of Zendesk for digital support, centralized information management is critical. Although we have attempted to implement the integration, the user experience for agents utilizing the Talkdesk console within Zendesk is suboptimal as well as the options for … Incentivized Helpful? Nikita Thakur Executive Assistant in Customer Service at WhiteHat Jr (E-Learning, 501-1000 employees) Chose Talkdesk Recordings are always available. It has been a savior. I have used secondline and there was no recording available in secondline. I have also used Exotel and Zendesk. My best experience was with Talkdesk because the platform is easy to use and understand. Also, Exotel and … Incentivized Helpful? Verified User Chose Talkdesk Each platform is robust in its feature set. Where Talkdesk crept above all these is in the following areas: ease of use, easy to configure, easy to maintain, easy to integrate yet robust out-of-the-box feature set. Expanding our staffing in order to optimize or maintain the … Incentivized Helpful? Verified User Chose Talkdesk I firmly believe that working together on this two makes our work extremely efficient. As working [simultaneously] it really improved our quality and we started giving better customer experience. The only thing that needs a bit of improvement is the time it takes to start. It … Incentivized Helpful? Verified User Chose Talkdesk Talkdesk falls under a much premium category and is almost bot comparable to the other Incentivized Helpful? Verified User Chose Talkdesk Zendesk is integrated with Talkdesk for better performance and good use. Incentivized Helpful? Verified User Chose Talkdesk There is no comparison since we already had Talkdesk. We did not want to invest time into Zendesk Talk. Incentivized Helpful? GLEN DSOUZA L 2 Retentions in Customer Service at Whitehatjr Education Pvt LTD (Education Management, 5001-10,000 employees) Chose Talkdesk Easy to use, easy to deploy, records all calls and the data is maintained. Great support, great team of engineers that can integrate the application with other in house or third party software's and databases Incentivized Helpful? elizabeth pendergrass Customer Service Team lead in Customer Service at Generation Tux (Apparel & Fashion, 201-500 employees) Chose Talkdesk Talkdesk is the only call platform I have experience with. Incentivized Helpful? Verified User Chose Talkdesk Talkdesk is a bit easier to use and it had the HIPAA and security features we needed in order to support our customers according to our agreements. We liked Zendesk but we couldn't reach an agreement. [Additionally,] Talkdesk is easier to use. Incentivized Helpful? James Cox Senior Technical Support Engineer in Customer Service at OpsRamp (Information Technology & Services, 201-500 employees) Chose Talkdesk We were using RingCentral before making the switch. RingCentral works fine for a call center type of environment but didn't offer much in regards to setting up an actual call flow that would ring the agent who's been available the longest. It was more of a "ring everyone and … Incentivized Helpful? Verified User Chose Talkdesk We were unable to stay with Zendesk due to their contractual requirements that opposed ours. Talkdesk came highly recommended. Incentivized Helpful? Verified User Chose Talkdesk I have not used any other products outside of Talkdesk for calling online. Incentivized Helpful? Madison Loftus customer support agent in Customer Service at generationtux (Consumer Services, 51-200 employees) Chose Talkdesk Talkdesk and Zendesk connect to each other so it is quick and easy to access the customer's account. Incentivized Helpful? Verified User Chose Talkdesk We have used several different CRM's and call center software programs. The reason we went to talkdesk is the adaptability to multiple teams, and the access to meaningful data. Other programs worked for one team well, but failed the needs of other teams. And it would often lead … Incentivized Helpful? Sanaz Salmassi Member Advocate in Customer Service at Happy Money (Financial Services, 201-500 employees) Chose Talkdesk Talkdesk seems to be more easy to train employees on along with being really easy to navigate. At times Zendesk was a little overwhelming or confusing to navigate. Talksdesk has all of your calls/stats organized in order by date and Zendesk sometimes has the dates all mixed up … Incentivized Helpful? Michelle Penix Member Advocate in Customer Service at Happy Money (Financial Services, 201-500 employees) Chose Talkdesk Our company provided Talkdesk as the option for verbal communication with applicants and customers. Incentivized Helpful? Max Arquilla Senior member advocate in Customer Service at Happy Money (Financial Services, 201-500 employees) Chose Talkdesk It's been our favorite to use in comparison to other similar products and we will continue to use Talkdesk! Incentivized Helpful? Ryker Watts Senior Tier II Technical Support Specialist in Customer Service at Weave HQ (Computer Software, 51-200 employees) Chose Talkdesk Incontact was functional, but hard to use and understand, especially for newer employees. While the incontact call routing was expansive, their interface was also a little clunky. Incontact also did not integrate with any of the third party products that use here, which was a … Incentivized Helpful? Leslie Travis Document Retrieval Specialist in Professional Services at WeGoLook (Internet, 51-200 employees) Chose Talkdesk I do not have any other products like Talkdesk I can compare too. I have dealt with multi line systems but this is a first that is online through a computer system and not directly through a phone line. This system is so much for efficient than anything i have ever used. Incentivized Helpful? Jesse Marion Manager, Customer Experience in Customer Service at INDOCHINO (Apparel & Fashion, 501-1000 employees) Chose Talkdesk Customer Support and Quality! the providers mentioned above always had issues when customers networks were flawless, their support would often blame the ISP provider when we would have fiber networks connected to the company and verified network uptime would surpass any VoIP … Incentivized Helpful?	Zendesk Verified User Chose Zendesk Suite I use Zendesk and Talkdesk. Talk desk is a bit more robust but integrating both takes some effort. Incentivized Helpful? Priyanka Nishad Senior Associate at Whitehat education technology pvt. Ltd (E-Learning, 1001-5000 employees) Chose Zendesk Suite Zendesk Suite is way less complicated than Salesforce. The response from the team is prompt if the company is in need. It's all in one place. Commercial friendly as well. Cost effective to what we pay. Used by MNC's hence better clarity of the suite even brand wise. Zendesk … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk suite provides assistance; you can chat, email, call, keep track of all the business SLAs, productivity, and customer messages, and send and share links to easily access our website. It is very important in rearranging our workflow, minimizing breaching tickets, and … Incentivized Helpful? Verified User Chose Zendesk Suite we have chosen to use Zendesk because we have read reviews from other companies, we have researched so we would exactly how it works and what benefits it would bring to our business to better our customer's experience without any hassles or difficulties and without delaying the … Incentivized Helpful? Zusipe Ngxamile Documents support agent in Customer Service at motorway (Consumer Services, 201-500 employees) Chose Zendesk Suite It prioritizes tickets from the urgent to the least urgent, and the best feature on Zendesk is that it illustrates when the other person is currently interacting with the ticket you are working on. Incentivized Helpful? Nontobeko Mkhize lead associate in Customer Service at WNS global services (Telecommunications, 201-500 employees) Chose Zendesk Suite Zendesk has a knowledge base, and macros and customer details are stored. The communication tickets from sellers to us or from us to sellers are stored, and statuses are used to make communication easy. In my area of work, an open ticket means we have a notification from a … Incentivized Helpful? Verified User Chose Zendesk Suite Overall, the ease of system admin that is done within the Support team, the reasonable license cost for multi-channel support and ability to create custom brand dashboards and needed reports, along with the helpful client support we get- made it an easy decision to purchase and … Incentivized Helpful? Verified User Chose Zendesk Suite Zendesk is more established than these two companies and provides a more robust solution for multi-channel support. Intercom is better suited for chat support and Freshdesk doesn't offer as many features and Zendesk does. Incentivized Helpful?
	Would buy again
	No answers on this topic	No answers on this topic
	Delivers good value for the price
	No answers on this topic	No answers on this topic
	Happy with the feature set
	No answers on this topic	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic	No answers on this topic
	Implementation went as expected
No answers on this topic	No answers on this topic

Features

Talkdesk

Zendesk Suite

Comparison of Contact Center Software features of Talkdesk and Zendesk Suite
Feature	Talkdesk 7.7 470 Ratings	Zendesk Suite - Ratings
Agent dashboard	7.5450 Ratings	00 Ratings
Validate callers	8.7397 Ratings	00 Ratings
Outbound response	7.0413 Ratings	00 Ratings
Call forwarding	7.0403 Ratings	00 Ratings
Click-to-call (CTC)	8.6375 Ratings	00 Ratings
Warm transfer	8.8425 Ratings	00 Ratings
Predictive dialing	8.3219 Ratings	00 Ratings
Interactive voice response	8.2300 Ratings	00 Ratings
REST APIs	8.1236 Ratings	00 Ratings
Call scripts	7.0213 Ratings	00 Ratings
Call tracking	8.3418 Ratings	00 Ratings
Multichannel integration	7.5305 Ratings	00 Ratings
CRM software integration	5.8361 Ratings	00 Ratings

Comparison of Workforce Optimization (WFO) features of Talkdesk and Zendesk Suite
Feature	Talkdesk 8.5 456 Ratings	Zendesk Suite - Ratings
Inbound call routing	8.2416 Ratings	00 Ratings
Omnichannel inbound routing	8.2299 Ratings	00 Ratings
Recording	9.0440 Ratings	00 Ratings
Quality management	9.0400 Ratings	00 Ratings
Call analytics	8.2414 Ratings	00 Ratings
Historical reporting	9.2421 Ratings	00 Ratings
Live reporting	8.3413 Ratings	00 Ratings
Customer surveys	7.9230 Ratings	00 Ratings
Customer interaction analytics	8.2265 Ratings	00 Ratings

Comparison of Incident and problem management features of Talkdesk and Zendesk Suite
Feature	Talkdesk - Ratings	Zendesk Suite 8.8 154 Ratings
Organize and prioritize service tickets	00 Ratings	9.2153 Ratings
Expert directory	00 Ratings	8.3102 Ratings
Subscription-based notifications	00 Ratings	8.6106 Ratings
ITSM collaboration and documentation	00 Ratings	8.5104 Ratings
Ticket creation and submission	00 Ratings	9.3153 Ratings
Ticket response	00 Ratings	9.3152 Ratings

Comparison of Self Help Community features of Talkdesk and Zendesk Suite
Feature	Talkdesk - Ratings	Zendesk Suite 8.5 139 Ratings
External knowledge base	00 Ratings	8.5133 Ratings
Internal knowledge base	00 Ratings	8.5127 Ratings

Comparison of Multi-Channel Help features of Talkdesk and Zendesk Suite
Feature	Talkdesk - Ratings	Zendesk Suite 9.0 150 Ratings
Customer portal	00 Ratings	9.2121 Ratings
IVR	00 Ratings	8.659 Ratings
Social integration	00 Ratings	8.597 Ratings
Email support	00 Ratings	9.4147 Ratings
Help Desk CRM integration	00 Ratings	9.2112 Ratings

User Ratings
	Talkdesk	Zendesk Suite
Likelihood to Recommend	8.4 (483 ratings)	9.0 (192 ratings)
Likelihood to Renew	8.5 (37 ratings)	10.0 (43 ratings)
Usability	8.5 (299 ratings)	8.9 (65 ratings)
Availability	10.0 (7 ratings)	8.6 (13 ratings)
Performance	10.0 (7 ratings)	8.0 (10 ratings)
Support Rating	6.6 (130 ratings)	5.5 (31 ratings)
In-Person Training	10.0 (2 ratings)	10.0 (1 ratings)
Online Training	9.0 (5 ratings)	7.9 (9 ratings)
Implementation Rating	7.4 (217 ratings)	9.0 (18 ratings)
Configurability	10.0 (7 ratings)	9.3 (3 ratings)
Ease of integration	10.0 (1 ratings)	- (0 ratings)
Product Scalability	10.0 (7 ratings)	- (0 ratings)
Vendor post-sale	9.1 (3 ratings)	- (0 ratings)
Vendor pre-sale	9.1 (3 ratings)	- (0 ratings)

Talkdesk vs. Zendesk Suite

Talkdesk

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