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Restrict Talk lines to specific groups

Related products:Voice
  • January 24, 2022
  • 16 replies
  • 80 views
Nathalie14

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. 

July 1, 2026

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. 

    L
    • 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. 

      L
      • 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!

         

         

         

         

         

         

          P
          • Paul20
          • September 6, 2024

          +1 for this

          M
          • Michelle15
          • September 23, 2024

          @widson any news on the timeline for this in 2024 with Q4 right around the corner? We recently moved our B2B team into ZD with our D2C team also using it and hiding our consumer lines from them and vice versa to eliminate the risk of human error is going to be very helpful for us, thank you!

          Widson Reis
          • Widson ReisProduct Manager
          • Product Manager
          • October 24, 2024

          Hi, @Michelle Zimmer, I'm afraid I can't share a timeline at this point, but rest assured that we consider this to be a high-priority item. 

          A
          • Anonymous
          • September 26, 2025

          Any updates on this feature? I would like to see it enabled soon. We have a large group with many lines available, and agents are getting confused about which group they should log in to.

          Martin Holmes
          • Martin HolmesProduct Manager
          • Product Manager
          • October 8, 2025

          Hi, 

          Thanks for the feedback. We will consider this feature as part of our annual planning for 2026. 

          Widson Reis
          • Widson ReisProduct Manager
          • Product Manager
          • July 1, 2026

          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: 

           

          Ferran12
          • Ferran12Product Manager
          • Product Manager
          • July 15, 2026
          Updated idea statusAccepted→Delivered
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