Product Feedback: Inbound Calls in Zendesk Talk Should Display Brand Information Like Outbound Calls
Hi team,
Currently, Zendesk Talk displays both the nickname and brand for outbound calls, but for inbound calls, only the nickname is shown. This creates inconsistency and makes it harder for agents and admins to identify the brand context of inbound tickets, especially in multi-brand environments.
It causes an operational confusion as agents cannot immediately see which brand the inbound call relates to, which slows down ticket handling and can lead to miscommunication.
We manage multiple brands under one Zendesk instance. For outbound calls, the brand context is clear because both nickname and brand are displayed. For inbound calls, however, only the nickname appears.
Proposed Solution:
Ensure that brand information is displayed for inbound calls in the same way as outbound calls:
Show both nickname and brand in the ticket and call details.
Alternatively, provide an option in Talk settings to enable brand visibility for inbound calls.
Consistency between inbound and outbound call handling improves agent efficiency.
Thank you!