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Niina
August 17, 2022
Accepted

Call back options after hours

Related products:Voice
  • August 17, 2022
  • 4 replies
  • 23 views

Hi,

We would like to offer our customers good customer experience by offering them call back option if they happen to call us after hours. They would be called back during next business hours.

      4 replies

      S
      Sean41Employee
      Employee
      August 17, 2022

      Hi Niina, 

      Thanks for the feedback. We hear ya!  We will be looking into improving this general area but at this time, it is not on the short term roadmap. 

      Thanks, 
      Sean

      D
      Daniel152
      August 17, 2022

      I agree! This would be a good option to have. At minimum it would be nice to have After Hours roll in to a separate IVR. Currently the only options are to be directed straight to voicemail or rollover to a second number. This forces you in to having a separate number just to have a different IVR.

      M
      mokebo
      September 8, 2022

      Hi there!

      We also need the Talk call-back request function to work when our agents are offline. We only use Zendesk Talk for outgoing calls as we don't offer a hotline. So we are always offline and with that it's not even possible to use the call back request even though it is especially needed in our case! doesn't seem intuitive that the widget only appears when an agent is online.. don't customer request a call-back when there is no agent available?! which would be either when all agents are already on the phone OR in our case when there's no one online?

      Best regards,
      Kristin

      D
      David52
      Newcomer
      February 18, 2025

      I'm looking for something like this:  
      - If 9 to 5 then Omnichannel Routing

      - If 5:01 to 10 then assign to On-Call Hours

      - If 10:01pm to 8:59am then don't route.  

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