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Nathalie14
Nathalie14
January 24, 2022
Delivered

Restrict Talk lines to specific groups

Related products:Voice
  • January 24, 2022
  • 16 replies
  • 103 views

Feature Request Summary: 

I like to be able to restrict a zendesk talk line to a specific group. 

Description/Use Cases: 

Our operations team is divided in several groups (Delivery Service, Partner Service and Customer Service) each team has their own talk line. To prevent that, Customer Service is using the Talk line which belongs to Partner Service I would like to restrict the lines so whenever Customer Service is making an outbound call, they can only use the talk lines which have been assigned to the Customer Service team.

Business impact of limitation or missing feature:

The current setup can lead to confusion. Customers are being called with incorrect phone numbers, which means when a customer calls back they are reaching the wrong department, which will have an impact on the workflow and productivity. 

      Pinned Reply By Widson Reis

      Hi,

      Thanks to all of you who contributed to this post. 

      I'm glad to inform you that the ability to restrict outbound calling for specific groups of agents has finally been released. Please see the announcement here: 

       

      16 replies

      Widson Reis
      Widson ReisProduct Manager
      Product Manager
      January 27, 2022

      Hi @nathalie14,

      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 thanks to your feedback we 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. 

      Lydia16
      March 14, 2023

      Yes, would love to have this feature! Our teams are getting confused as to why there are so many lines available to them, and it is causing confusion to our clients. 

        Lauren36
        Lauren36
        Newcomer
        May 5, 2023

        This would be extremely useful and I agree that not having this feature creates confusion. 

        Léa17
        October 24, 2023

        2 of my agents are dedicated to FR and Es on talk. One of them is on sick leave for a month, therefore the left agent will only be on ES and it would be easier to be able to disconnect from talk FR for that period than to remove her from a group.

        Joshua11
        Joshua11
        February 7, 2024

        I'm surprised that there aren't more votes for this! Would love to hear about any updates here. As we start 2024, I am assessing whether or not moving away from Talk would be worthwhile given the number of limitations to the system. I'd rather not have to manage two systems, but Talk just doesn't give us enough flexibility.

        Widson Reis
        Widson ReisProduct Manager
        Product Manager
        February 7, 2024

        Hi @joshua11

        This feature is a priority for us in 2024. Stay tuned for news!

          Joshua11
          Joshua11
          February 7, 2024

          That is great news!!

          Sarah16
          Sarah16
          April 11, 2024

          We would love to hear an update regarding this, as we have a lot of talk lines, and users are inadvertently using the lines that are not intended for them to use.

          Widson Reis
          Widson ReisProduct Manager
          Product Manager
          April 26, 2024

          Hi @sarah16 

           

          We now have added this to our 2024 roadmap. Although it's still too early to commit to specific dates rest assured that this is an area we are actively looking to improve. Stay tuned for updates!

           

           

           

           

           

           

            Paul20
            September 6, 2024

            +1 for this

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