Promoted Articles

• Welcome to Talkdesk Express Onboarding

  Our self-service onboarding for new customers includes:

  1. Resources to help new customers get started
  2. Office hours for up to two weeks to assist in customer implementations

  • Book office hours

   

  Purchase a number

  The first step in setting up your Talkdesk account is purchasing a phone number. Your first U.S. or Canadian local number is free forever. Even if you plan to transfer numbers from an existing carrier to Talkdesk, a Talkdesk number is required for configuration and setup. Click here to learn how to purchase a number. 

  Configure your phone number

  Now that you have a Talkdesk phone number, you can start customizing the caller experience. Customization includes:

  • Setting up custom greetings and messages
  • Setting up an IVR or phone menu

  Account Preferences

  Once the Talkdesk number is fully configured, administrators can move on to finalizing account-wide settings under Admin > Preferences.

  Account settings include:

  • Setting business hours
  • Enabling call recording and voicemail
  • Customizing the on-hold experience for callers (how many people can be in the queue, how long they wait)
  • Customizing call disposition codes to categorize phone calls
  • Enabling sentiment to get a holistic view of each call

  Integrations

  With your phone number and account setup nearly complete, you can now start connecting Talkdesk to the other applications your team uses every day. Learn how to connect with the most common CRM and helpdesk tools below:

  • Integrating Talkdesk with Salesforce
  • Integrating Talkdesk with Zendesk
  • Integrating Talkdesk with Desk.com

  Invite your team!

  Before going live, start inviting your team. It’s important to note that Talkdesk users, or agents, are connected to phone numbers and IVR menu options through ring groups. Make sure that agents are in the correct ring groups and that ring groups are related to the correct phone numbers and IVR options.

  Learn more about agents and ring groups here:

  • Adding Agents
  • Agents and Teams
  • Download the Talkdesk Callbar and Talkdesk click-to-call extension 

  Call Forwarding and Deployment

  Now that agents are ready to take calls and the Talkdesk number is ready to go, contact your carrier to forward all incoming calls from your existing phone numbers to Talkdesk. Then send proof of ownership and a signed letter of authorization to porting@talkdesk.com to initiate the phone number transfer process. Learn more about porting in this help article.

  Go Live

  After call forwarding is initiated, you’re live with Talkdesk!

• Talkdesk AppConnect

  Talkdesk AppConnect is the first full-service enterprise software marketplace for call center applications. 

   

   

  Talkdesk is focused on enabling best-in-class interactions between you and your customers, and we understand that external applications may be an important part of that experience. From driving decisions around workforce management, improving service through quality assurance, or providing valuable insights from voice transcription and analytics, Talkdesk AppConnect is designed to help you improve those customer interactions by allowing you to easily and quickly integrate with external applications.

   

   

  Accessing Talkdesk AppConnect 

  If you are an Admin or a Supervisor, you can access it by clicking ‘My Apps’ [1] in the top navigation bar and then the ‘Try it now’ button [2]:

  

  Now, simply click the 'Explore AppConnect’ [3] button to start exploring and connecting your Talkdesk contact center to our suite of industry-leading apps.

  Talkdesk AppConnect is a standalone application and can also be accessed by visiting the following link: appconnect.talkdesk.com

  If accessing through this link, by pressing 'Install' on any application you'll be taken to your Talkdesk account and prompted to 'Join AppConnect'. Press the 'Try it now' button:

  

  You'll receive a confirmation that AppConnect is enabled and admins can starts installing apps:

  

   

   

  App Categories

  By default, all apps are shown but you can also quickly filter them by category [5]:

  

   

  For example:

  • Voice Analytics: list of Talkdesk partner applications using machine learning, sentiment analysis, or keyword tracking to automatically analyze recorded calls, allowing you to gather additional customer information to improve communication and future interactions.
  • Workforce Management: Talkdesk partner applications offering tools that improve customer service, employee satisfaction and profitability through optimized, automated forecasting and scheduling, to empower and engage employees.

  
  Once ready, follow the instructions here to start installing AppConnect applications.

  If an app is not available yet, it will show the 'Contact Talkdesk' [6] button. Click it and fill in the form to be contacted as soon as the application is available:
  
  

  

   

  Partners and Developers

  If you would like to become a partner and see your business featured in AppConnect, please visit: https://www.talkdesk.com/partner

  If you are a developer and interested in building a custom application, please visit: https://docs.talkdesk.com/docs

• Reaching out to Support at Talkdesk

  We strive to provide a perfect product, but if you have a problem, let us know. We're here to help!

   

   

  In order to help us help you, the more information we have from the start, the better and more quickly we can assist you.

  If your enquiry is related to General Support, please reach out to support@talkdesk.com.

  If you have a Billing related question, please email us at billing@talkdesk.com.

  Firstly, if you experienced an issue relating to a specific call, please send us the unique ID of that call, known as the Call sid. We explain how you can retrieve Callsids here. 

  Information to include:

  How often?

  • Is this a brand new problem, or one you've seen before?
  • Is it just affecting you, or your colleagues as well?
  • Does it happen all the time, or just occasionally?
  • If it's only occasionally happening, is there any pattern? For example:
  • Inbound or outbound calls
  • Calls to or from a specific country
  • Calls to or from a specific phone number on your account

  Additional debugging info:

  • Did something happen (or not happen) when you pressed a button?
  • Did you see an error message on screen?
  • Can you send a screenshot? (This is always very helpful)
  • Did you hear an error message when making or receiving a call?

  Problems with calls:

  • What exactly is the problem? (Delays, dropouts, call ended prematurely?)
  • Is there one way audio? If so which direction is the audio missing?
  • How are you connected to the internet? (wifi or ethernet)
  • What type of headset are you using? 

  About You:

  • Are you brand new to Talkdesk and unable to get it working;
  • or, have you been using Talkdesk for months and this is a new problem?
  • Where are you in the world, or are you working from home?

  At times it might seem like we're asking a lot of questions but with the right info we can pinpoint the problem and solve it faster! If you've taken any steps yourself, let us know those too. For example, restarting your browser, or clearing your cache can solve certain problems.

  Further troubleshooting:

  If we're unable to resolve the issue straight away we might call you, or propose getting on a screenshare with you.  

  Finally, if this is your first time reaching out to us please double check our system requirements, the most important of which is that we only support the Chrome browser.