Assign default outbound call number to an agent

Update Apr 16, 2025

This is in our roadmap, although we don't have a release date to share at this moment. 

Thanks

Stay tuned for more info!

Update Feb 28, 2024

Hello, we have started delivering on call console improvements. For example, please see here. We will continue to deliver improvements throughout the year. 

Thanks,
Sean

-------

Update June 21, 2023

Hello,

We are in the process of finalising our 2024 roadmap. At this time, we are planning to work on these enhancements in 2024. You should start seeing improvements in early 2024.

Thanks,

Sean

--------

Hi @annelisa11,

We understand that being able to restrict a Zendesk talk line to specific group could be a useful feature for many customers. We don't have this feature in our immediate roadmap, but have added it to our backlog and will be reviewing it soon. 

In the meantime one thing you could do to reduce the chance of confusion is to give the phone line nicknames, so it would be easier for the agents to tell the difference between them when calling. 

Thanks,

I wanted to come and add my support for this idea. We have groups in different countries, and if an agent makes an outbound call and forgets to switch to the correct number, they're suddenly making an international call to a customer. Depending on the number of outgoing calls, there's a pretty big chance for someone to miss that they're calling out of the wrong phone line.

I like the idea of setting the default by group, though I understand this would get confusing for agents in multiple groups. A field in the agent profile that's a dropdown for default Talk outbound line would be perfect.

Thank you!

Hello, I agree with Annelisa.

It would be very useful if we could assign a default outbound call line to an agent/group, but keeping the option to choose another different by the agent if necessary.

Thank you for your feedback!

Hi @annelisa11, 

I managed to find a short workaround to assign the default outbound call line to an agent.

I had the same issue in Enterprise where two agents had different default numbers. I noticed that both agents had a different default group, so I solved it by assigning the same default group.

It would really be useful to be able to choose lines and assign them to an agent or group and be able to select a default line.

Hello ! Is there any news on this ?

I can't believe such an advance product as Zendesk doesn't allow customers to choose which default line they want to use for outgoing calls.

I have 8 lines and all my agents are directed through one of them whenever they make a call. I shouldn't have to rely on them remembering to change the line every single day.

Whenever they don't change the line and the call doesn't reach the customer, they call back and get an answer from someone saying they have no idea who called them. That is not how I want to run a business !

Give us an option to assign default lines to groups or agents please !!!!!!!!

Hello,

I just wanted to add my support for this enhancement. We are a global company with many lines across 3 regions. Right now the default line is a UK number, which is our smallest team. Every other Agent needs to manually change the outbound line before making a call. This is really detrimental to our efficiency. Hope to see this in the product soon. Thanks!

Is there any update on this feature request?

For my company, the minimum requirement would be to be able, per brand, to define the default outgoing call line, and for this to be a Zendesk line or an external line (which are used for just this purpose!).

Any update here? Is this on the roadmap?

Hi @anton21 ,

Yes, this is in the 2025 roadmap. Stay tuned!