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Zendesk Talk with Video Option

Related products:Voice
  • June 18, 2021
  • 4 replies
  • 20 views
S

I have  MS Teams and Zendesk integration  wanted to do the following:

  1. Ability to call from a customer’s profile in Zendesk (which contains their email address and phone number information) using MS Teams
  2. If possible, ability to use both audio and video for calls or if Zendesk have the capability similar to MS Teams where you can do audio and video calls 


A sample scenario where this would be used:

  • In Zendesk, you have the customer profile (with their email address and phone number)
  • Initiate a call in Zendesk from the information on the customer profile 
  • Launch the video call in MS Teams (or Zendesk if available)


The current integration of MS Teams - Zendesk Support allows MS Teams users to have read-access to their Support ticket views inside Microsoft Teams. There is no connection with call capabilities at the moment.

As of this time, Zendesk Talk does not have the ability to do video calls. Also checked with available integrations but was unable to find a way that would directly launch MS Teams video call capability using the customer profile information from Zendesk. 

Can we have zendesk with video option

Kind Ragards
Shiva 

    4 replies

    Jenny Gillett
    • Jenny GillettProduct Manager
    • Product Manager
    • November 24, 2021

    UPDATE 22 MAR 2023

    Unfortunately, this feature got deprioritised at the end of last year in favour of other higher company priorities which forced us to make the decision to remove it from our roadmap. At this point, all we can offer you is one of our video integrations using a 3rd party through our Marketplace. We have a great integration with Zoom and Snapcall.

     

     

    Hi Shiva, 

    Thank you for reaching out about your request for Video, I am happy to be able to tell you that we have this feature on our roadmap for 2022. We will be starting discovery and gathering some customer use cases around this early in the new year. The first use case we plan to deliver will be giving the ability for an agent, who is actively chatting to a customer over Messaging to escalate that conversation to a voice call that has video capabilities. This will be a native feature within Zendesk Talk. I know this is not your exact use case as you want to be able to make an outbound call from the user profile. During discovery, we can also do some research into your use case. Please let us know if you would be happy to talk to us more on this and I can arrange a call with you? 

      S

      Hi Jenny, 

      Do you have an update on if video calls are still being explored and if so, any potential timeframe?  Thanks!

        cadkisson
        • cadkisson
        • Newcomer
        • November 4, 2022

        Hi @jenny16,

        I would also love an update on this as we want to start a video consultation project very soon. As this was planned for 2022 and the year is almost over, is this available now?

        Thank you!

        Sydney11
        • Sydney11
        • March 20, 2023

        We are now in 2023 and we do not see the capability for call with the teams integration - is this something that is still coming?

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