Zendesk Talk Ring Control

Thanks Jupete,

Correct, the Talk console. Even the ability to disable the incoming ring sound would be great for our agents as the pop-up notification is suffice. This is a feature on Aircall.io:

https://help.aircall.io/en/articles/3819456-configuring-your-headset-in-aircall

How can I go about submitting a feature request to Zendesk?

Thanks!

Hi @derek12,

I have heard this request from some other customers. I have linked this request to another similar suggestion. When we look at ring tone / audio source selection (ability to have it ring in speakers while the call audio is in the headset) we will also look at having controls like you suggested.

There is no agreed timeline for this to be implemented but when the time comes there will be an announcement on our release notes section.

Thanks for the suggestion!

@Joey Barrett Any news on being able to get ringtone on computer speaker/base station and the call on a headset?

[January 2024 update]:

This item has been added to our roadmap for 2024 as part of a larger re-design of the call console. Stay tuned!

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Hello Carsten - Proventic.dk,

Thanks for you comment. This is not currently on the roadmap. We are always evaluating so let me note this request in our backlog again.  

Thanks,

Sean

I find it concerning that it's not in the road map, as it has been reported by many others over time as quite a big issue, you really need to up the game on issues as this

Ringtone volume is 65% louder than my callers.  Please enable me to adjust ringtone volume. 

This effecting my hearing and job effectiveness.  With every call I choose between continuing to destroy my hearing with the obnoxiously loud ring or not hearing each and every caller until I can adjust my volume settings resulting in awkward and time consuming moments of having the customer repeat themselves. 

Hello, I reported the same problem through out the support chat, and received the same response, that I should come to search for help here.

It is already really frustrating to know that all of you are aware of the issue but take part in doing nothing to better the product for the customers, The problem is simple and the answer simpler, just lower the volume of the ring tone, code it.
If that is not possible just tell the people why is it not possible. not just that all of you will take note about it and that there is not date established to fix it or discuss.

The problem has a solution within the reach of the customer. Now imagine a call-center that uses this service, 100+ people in an office with ear discomfort, if many have the same problem, maybe lowering the ring tone would be a good idea.

Hi @alexander43

We understand the importance of the issue and your frustration with it not being addressed. We have added it to our 2024 roadmap as part of a larger redesign of the call console. This redesign will include many other highly anticipated improvements to enhance the call console experience.

Thanks for the feedback!

@widson Did I read correctly that the sound customization has been pushed again, to next year? Any details around this? 

Something has changed in the past months and the volume coming through headsets for ringtones dropped to a whisper with no options to increase the volume (PC is at max now). Having this ringtone pushed through desktop speakers should be a high priority. Our team have been missing many calls due to this.

Hi @marc12 

We understand how important this is for the agents, but despite our best efforts, we were unable to make it happen this year. Having said that, we haven't seen a lot of customers complaining about the ringtone being too quiet (annoying, yes, and maybe loud, but not quiet). I suspect there might be a technical issue here, especially since you mentioned this started recently. Is the problem only affecting agents using headphones or does it also occur on speakers? Does the choice of browser make any difference? Perhaps you would like to open a support ticket for our engineers to investigate.

I submitted a ticket regarding this issue precisely. It's unfortunate that this issue still exists, as the company I work for wants to use Zendesk entirely, but the customer service department cannot use it for calls.

I am concerned, however, that this issue was reported way back in 2021 and development for a fix (that I honestly don't understand why would be more complicated than one line of code) was first added to the roadmap in 2024, and now pushed back to 2025.

A major feature that works so badly it, negatively effects every single customer service department of every company that uses this product, doesn't become a priority for several years? And then gets pushed back again?
It this what we would expect if we adopt this product for the entire company, that any issue we report is first ignored, and then when recognized, a simple fix is delayed for years?

Hi @adrian22 

Indeed, Talk does not allow for ringtone customization, which may be frustrating for some customers. However, the default settings should not hinder your overall experience with the product. If you're experiencing issues and feel you haven’t received adequate support, please provide me with the ticket number you submitted to our support team, and I will follow up on it for you.

Regards, 

Hi, 

The ticket number is: 13025862
As reported by multiple users, the outgoing call tone is incredibly loud, one user (Joulianna in this thread) describing it as 65% louder than the rest of the sounds, which coincides with my experience.
I am talking specifically about the tone when making an outgoing call, not the incoming ringtone which is pleasant.

Hi, thank you all for the feedback in this post.

I wanted to inform you that we've just announced the ability to configure the ringtone. Here's the official announcement:

https://support.zendesk.com/hc/en-us/articles/10994005896602-Announcing-new-ringtones-for-Voice