Project Overview

Customer support is all about conversations — whether that’s over email, live chat, or phone. But at eDesk, one big piece was missing: voice. Conversational interactions had more than doubled in the last year, and our customers were feeling that gap. They could manage emails and chats in eDesk, but still had to pick up a physical phone or use external tools for calls, losing valuable context and time in the process.

Our goal was to bring voice support directly into eDesk — allowing agents to talk to customers, log tickets, and access full histories all in one place. The result was eDesk Talk, a fully native voice experience that completed our omnichannel support offering.

My Role

I was the Lead Product Designer on this project, involved from early discovery through to launch. Working closely with our Product Manager and engineers, I helped define the vision for voice support in eDesk and led the design process to make it real.

Why Voice

Some questioned whether adding voice was worth the effort since eDesk already handled email and live chat so well. But voice was part of a bigger goal — creating a truly omnichannel experience where agents can seamlessly continue conversations across any channel.

It was also a competitive necessity. Zendesk and Freshdesk already offered built-in voice solutions, and eDesk was losing deals because of it. By integrating voice, we weren’t just adding a new feature — we were strengthening our position in the market and expanding the value of our product ecosystem.

Research & Discovery

We began by interviewing over 15 customers who had previously requested voice functionality or had experience with omnichannel tools. We also conducted a detailed competitor analysis to understand the strengths and weaknesses of existing solutions like Zendesk Talk, Freshcaller, and Aircall.

Phase 1: Aircall Integration

To validate demand quickly, we integrated Aircall’s pre-built dialler into eDesk. Users could access it from the product’s header, keep calls active while navigating, and automatically convert calls into tickets.

It allowed us to launch a working prototype within three months — fast validation before investing in a full native solution.

Designing eDesk Talk

After validating the idea, we started designing eDesk Talk — a fully native voice experience powered by Twilio but built, branded, and integrated by eDesk.

My focus was designing a dialler experience that felt light, seamless, and always available. It had to fit naturally into existing workflows and give agents full customer context at a glance.

Design Process

I began with user flows and wireframes exploring different interaction models — from floating widgets to full-page experiences. After testing several ideas with engineers and users, we decided on a persistent header dialler so calls could continue seamlessly during navigation.

From there, I built high-fidelity prototypes and gathered feedback from internal agents and beta customers. The final design simplified controls, improved visibility, and ensured the experience felt familiar yet powerful.

Launch & Impact

eDesk Talk launched across all plans with no extra cost or setup required. Adoption soared, surpassing the previous Aircall integration by over 200%. The onboarding friction disappeared almost entirely.

Learnings & Reflections

This project reinforced the power of designing in phases and validating early. By starting with a quick integration and later investing in a native solution, we balanced speed with long-term value.

eDesk Talk turned eDesk into a true omnichannel helpdesk and strengthened our product’s position in the market.