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Ther is currently no native trigger condition that filters by call outcome. (answered versus unanswered) How Zendesk Talk categorises calls:* Abandoned calls are calls where the caller hangs up while waiting in the queue. These create tickets with the subject “Abandoned call from” and can be automatically closed with a trigger.* Non-answered calls are calls that are not picked up by an agent—failed outbound calls, calls missed by an agent, or calls that disconnect before an agent answers. In theory, these should not create tickets.* For known contacts, both answered and unanswered calls use the subject “Call with [Name],” which means there is no reliable subject-based way to distinguish them in a trigger. With Omnichannel routing Zendesk Talk creates a ticket as soon as a call enters the queue, regardless of whether an agent picks it up and whether voicemail is on or off but there is no way for us to auto close these tickets.Its a genuine product gap. There needs to be a way to configure it so you either prevent ticket creation entirely for unanswerd Or there is a distingushing flag/subject so that a trigger can be created to auto close them.
We have multiple phone lines available for outbound calls, but only want agents to make outbound calls from certain lines. It would be great to assign a default outbound call line to an agent/group, whilst still allowing them to change o another line if it was needed.
I see ZD now transcribes calls and logs the text as an internal note. This makes the ticket really long and subsequent agents have to scroll down for a long time to get the bottom of the ticket. Is it possible to "collapse" or "hide" that internal note until someone clicks to "expand" it?
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)I would like to be able to collapse the call transcription, when created in a talk ticket. it makes sense to be able to do so as some calls can be very lengthy, with the transcription taking up so much room.What problem do you see this solving? (1-2 sentences) It will stop ticket lengths being longer than they should be.When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)We turned off the option to see transcripts, not utilising the feature and its benefits.Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)No current work around or option to choose this, to my knowledge.What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Simply have a + button which we can use to open the transcript when needed. The transcript should remain minimised once the call ends.
Hi Team Zendesk Talk,We would like to formally raise a concern regarding the current performance of Zendesk Talk Professional, specifically its handling of microphone background noise suppression during customer calls.A professional call centre environment consists of multiple agents assisting customers simultaneously from a shared workspace. Even when agents are seated appropriately and equipped with quality headsets, some level of background conversation is inevitable. It is therefore expected that a modern cloud telephony solution will effectively isolate the speaking agent's voice and suppress surrounding conversations to deliver a clear and professional calling experience.Unfortunately, this is not the experience we are having with Zendesk Talk Professional.We have received repeated feedback from customers who can clearly hear conversations from other agents seated just a few feet away during calls. Despite maintaining appropriate spacing between workstations, these background conversations are still being transmitted to customers, negatively impacting call quality and the overall customer experience. This becomes even more concerning when customers are discussing sensitive matters or are already distressed, as they expect a private and uninterrupted conversation with the agent assisting them.To address this, we invested in professional-grade Logitech H390 headsets equipped with noise-cancelling microphones. These same headsets perform exceptionally well in Microsoft Teams, where surrounding conversations are effectively suppressed and only the speaking agent's voice is transmitted. However, when using Zendesk Talk Professional, the same level of microphone noise suppression is not achieved, resulting in nearby conversations being clearly audible to customers.Based on our testing, it appears that Zendesk Talk is not effectively utilising the microphone noise suppression capabilities available in modern business headsets. This has a direct impact on call quality and the overall customer experience.Since voice communication is the primary purpose of Zendesk Talk, audio quality should be one of the platform's highest priorities. Background noise suppression is no longer an optional enhancement—it is an essential capability expected from any enterprise-grade contact centre solution.We respectfully request that the Zendesk Product and Engineering teams investigate this issue and consider the following improvements: Improve compatibility with professional USB headsets and their built-in microphone noise suppression technologies. Enhance audio processing so that Zendesk Talk better isolates the speaking agent's voice while reducing surrounding office conversations. Consider implementing advanced AI-powered background noise suppression comparable to that offered by other leading communication platforms. Keep customers informed of any investigations, planned enhancements, or roadmap updates relating to call audio quality. This feedback is intended to highlight an issue that directly affects the customer experience and the effectiveness of Zendesk Talk as a professional telephony solution. We hope this concern receives the attention it deserves and that improvements to call audio quality become a priority for future releases.We appreciate the continued development of Zendesk Talk and look forward to seeing enhancements that provide the level of call quality expected from a modern contact centre platform.
Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)We would like the “Call ringtone” and “Volume” options to be hidden from agent profiles when Zendesk Talk/Voice is disabled for the account or unavailable to the agent. This issue affects agents and administrators in organizations that do not use Talk/Voice. What problem do you see this solving? (1-2 sentences)What problem do you see this solving? (1-2 sentences)Displaying Voice-specific settings when the Voice functionality is unavailable can confuse agents and make them think that calling features are enabled or available. Hiding these settings would make the profile page clearer and ensure that only relevant options are displayed. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)We noticed this issue after the new ringtone and volume settings were introduced in agent profiles. Even though Talk/Voice is disabled in our environment, these options are still displayed to agents. The issue occurs every time an affected agent opens their profile settings. This creates unnecessary confusion and may lead to questions or support requests regarding a feature that is not available in our organization. Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)There is currently no technical workaround. We can only inform agents that these settings are not applicable and should be ignored. What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)Ideally, Zendesk should automatically hide the “Call ringtone” and “Volume” settings when Talk/Voice is disabled for the account or when the individual agent does not have access to Voice functionality. The options should only be displayed to agents who can actually receive Voice calls.
1. Overview & who is affectedWe're requesting the ability to scope a number block in Zendesk Talk to specific phone lines, rather than applying it across the entire instance. This would allow restrictions to be applied to certain lines (e.g., dedicated or premium support channels) without removing the customer's access to all other support pathways in the same instance. The lack of this capability affects admins (who configure the blocks), agents on restricted lines (who continue to receive calls that should be blocked), and customers (who cannot be selectively restricted in a way that matches operational needs). 2. What problem do you see this solving?It would solve the binary nature of the current blocked numbers feature — today, admins must either block a customer from all Talk channels or allow full access, with no way to restrict access to specific lines while preserving access to others. This enables line-level access control aligned with how support tiers are typically structured within a single Zendesk instance. 3. Last impact, frequency, and business impactThis was raised most recently this week, when a request came in to block a single customer from accessing restricted support lines while keeping that customer assisted normally on the standard support channel — a configuration the native blocking cannot deliver, as any block applies instance-wide to all Talk numbers. Similar requests come up regularly when customer behaviour on a specific line needs to be managed (misuse, opt-out enforcement, dedicated-channel protection) without removing legitimate access elsewhere. The current limitation forces an all-or-nothing choice and, in practice, means these requests cannot be fulfilled at the platform level. The business impact is the inability to deliver tier-aware access control, which is a recurring need in support setups that operate multiple phone lines under the same Zendesk instance. 4. Are you currently using a workaround?There is no automated workaround currently in place. Operational handling — agents identifying the caller and routing the case accordingly — is possible but unreliable, doesn't prevent the call from reaching the restricted line in the first place, and doesn't scale. 5. What would be your ideal solution?In the existing blocked numbers configuration, allow the admin to select which Talk phone lines the block applies to, rather than the block being instance-wide by default. Blocks would then be honoured only on the selected lines, while non-selected lines would continue to receive calls from that number as normal.
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!
Hi team,Currently, a suspended user can successfully place and complete a phone call through Zendesk Voice, but no corresponding ticket is created. Zendesk Support has confirmed that this behavior is expected: user suspension only prevents ticket creation, not phone calls, and calls from suspended users do not generate tickets.As a result, agents can handle lengthy customer interactions without any ticket record being created, leaving the interaction outside the standard support workflow.Business ImpactThis creates significant compliance, governance, and auditability concerns:Customer interactions can occur without any corresponding ticket record. There is no centralized audit trail containing the conversation details, agent actions, or interaction history. Quality Assurance, compliance reviews, and operational audits cannot reliably verify that the interaction occurred. Call recordings are not retained for suspended users, further reducing traceability. Organizations operating in regulated environments may be unable to demonstrate complete customer contact records.In our case, an inbound call from a suspended user lasted approximately 88 minutes and was successfully handled by an agent. The call was visible in Voice metadata but no ticket was generated, no interaction record was available through standard workflows, and the recording was unavailable.Expected BehaviorOrganizations should have the ability to retain an auditable record of calls from suspended users. At minimum, Zendesk should:Create a suspended ticket when a suspended user places or completes a call. Preserve call metadata and interaction details within Zendesk. Retain call recordings according to account retention policies. Clearly surface that the requester is suspended while maintaining a record of the interaction.Current BehaviorSuspended users can call Zendesk phone lines. Calls are connected to agents and can be completed successfully. No ticket is created. Call recordings are not retained. Interaction visibility is limited to backend Voice metadata.Why This MattersSuspension is typically used to restrict or control user activity, often for risk, fraud, abuse, compliance, or security reasons. Allowing successful voice interactions without generating a traceable record creates a gap in governance and customer interaction auditing.Even if the current behavior is technically expected, organizations should have the option to maintain a ticket-based audit trail for all customer interactions, including those involving suspended users.Requested EnhancementProvide a configurable option that allows administrators to:Automatically create suspended tickets for phone calls from suspended users. Retain call recordings and associated metadata. Ensure all customer interactions remain auditable and discoverable within standard Zendesk workflows. Generate reporting and analytics for these interactions in the same way as other customer contacts.
Is it possible for Zendesk Talk to have native noise cancelling, like Google Meet? The headsets we use pick up so much background noise with Zendesk Talk, however, we do not have issues with Google Meet due to it's built in noise cancelling. Unfortunately, replacing everyone's headset isn't currently possible. Is Zendesk considering this?
How can we remove my agents' ability to decline calls?
It would be great if an "Auto Answer" feature will be added to ZD Talk. Currently, ZD Talk routes the calls to agents and prompts them if they want to "Answer" or "Decline". For a service center such as what we have, it is a must that all calls need to be answered 100% of the time. Therefore rendering the "Answer" or "Decline" option to be not needed. This will also make way to ensure agents will not be avoiding calls and declining them by clicking on the decline button. Having an automatic "Accept" feature will ensure all our customers are attended to.
Hello,We recently started evaluating the new Auto-Accept Calls feature for Zendesk Voice and identified a challenge regarding reporting and performance analysis.Currently, there is no visible ticket event, ticket field, call attribute, or automatically applied tag that indicates whether a voice call was auto-accepted or manually accepted by an agent. As a result, it is difficult to measure the impact of enabling this feature and compare operational performance before and after implementation.While Auto-Accept is configured at the phone-line level, allowing some level of analysis by filtering specific lines, this approach becomes increasingly complex in environments with multiple voice lines, different routing configurations, and varying operational requirements. It also prevents easy reporting when auto-accept and non-auto-accept configurations coexist or when phone-line configurations change over time.Suggested EnhancementWhen a call is automatically accepted, Zendesk should expose this information through one or more of the following:An automatically applied ticket tag (for example: auto_accepted_call) A ticket event in the audit log indicating the call was auto-accepted A dedicated call attribute available in Explore datasets A ticket field or system property that can be used for filtering and reportingBusiness ValueProviding visibility into auto-accepted calls would allow customers to:Measure the effectiveness of the feature against manually accepted calls Compare key metrics such as Answer Speed, Handle Time, Missed Calls and Customer Satisfaction Validate business cases before rolling out the feature broadly Simplify reporting without relying on phone-line-specific workarounds Better understand agent adoption and operational impactAs the feature is specifically intended to improve call-answering performance, having a native reporting mechanism would allow customers to accurately quantify its benefits and make data-driven decisions regarding wider adoption.Thank you!
Hello,We are requesting that Zendesk Talk Business Verification status accurately reflects the validity of submitted documents. In our case, business verification was successfully approved previously, but the documents have since expired. Despite this, the Admin Center still shows the verification as “Approved”, which affects teams managing Talk numbers in regulated environments.This would prevent misleading status information and ensure that teams can rely on the system when managing number provisioning and compliance checks.This issue occurred recently when attempting to purchase a new Zendesk Talk number using an existing business verification. Although the status is shown as “Approved”, the request cannot proceed because the underlying documents have expired. This creates confusion and delays, as the system appears to allow reuse of the verification while actually blocking the operation.The Business Verification status should reflect document validity and automatically update when documents expire (e.g. “Expired” or “Re-verification required”), or clearly indicate that the verification is no longer valid for new number provisioning.Thank you
I manage 3 teams who are contactable using 1 number. Each team has it's own option on the IVR.2 of the teams have identical business hours.The other team has different business hours. I have been advised that it is not possible to set a different schedule to their IVR option which seems to be a fairly basic request. Can this be looked at in development.
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.
With three different brands and multiple departments each having their own phone number, along with direct dials for agents, we currently have 73 phone numbers associated with our account. When agents make outbound calls to customers, they often need to switch phone numbers depending on the brand they are calling from. While the new feature of searching for an outbound phone number is helpful, it still causes delays as agents have to navigate through or search among the 73 numbers. If we could implement group-specific outbound phone numbers, agents would only need to select from a small dropdown menu, simplifying the process and speeding up calling a large customer list.
We're about to roll out Zendesk Talk to our Team but the ring tone is not being well received by our agents. Is there anyway to provide control over the ring tone or volume other than having agents turn down their system volume or muting the site? We're coming from a system that provides ring tone customization and volume control. Thanks!
Our team is a month in to using Zen Voice. We would love to be able to change the ringtone for incoming calls. Our reps have nightmares of the default ringtone after work away from the phones. A choice of ringtones or being able to upload our own ringtones would be fantastic. Also, do you think it'd be possible to give us some keyboard shortcuts for Voice? For example: hanging up.
Hello,With the recent release of configurable IVR greeting repeat count for Zendesk Voice, admins can now define how many times an IVR greeting is repeated before routing to the default action. This is a very positive change, as it allows greater flexibility in designing the caller experience.I would like to suggest extending and enhancing this capability for standard Zendesk Voice phone lines that use normal group routing (without IVR).Current behavior / limitationFor phone lines that do not use IVR, greetings such as:Available agents greeting All agents are busy / unavailable messages Wait / queue greetings Other greetings assigned directly to the phone linecan result in a repetitive caller experience, with limited control over how often the message is replayed.At the moment, there is no configurable repeat-count option for these non-IVR greetings, unlike the newly introduced IVR functionality.Why this mattersNot all use cases require an IVR menu. In many setups, especially where:Calls should be routed directly to a support group No user input is required Different greetings are used based on agent availabilitya standard phone line provides a simpler and more efficient customer experience.However, the lack of control over repetition creates challenges:Too many repeats can frustrate customers and slow down the call flow Too few repeats may result in important information being missed There is no way to fine-tune the balance depending on the use caseRequested improvementIntroduce a configurable greeting repeat-count setting for standard Zendesk Voice phone lines, similar to the IVR configuration - but extended further.Suggested configuration:Allow admins to define the number of repeats with a broader range, for example:Repeat greeting 1 time (fast routing) Repeat greeting 2 times Repeat greeting 3 times (current default behavior) Repeat greeting 4 times Repeat greeting 5 times (for longer informational messages)The default can remain at 3, to preserve current behavior and avoid disruption.Why extend beyond IVR (1-3 → 1-5)While the IVR configuration currently allows 1-3 repetitions, standard phone lines often serve different use cases, such as:Informational messages (e.g., regulatory, recording consent, important announcements) Out-of-hours or service disruption notifications Longer branded or multi-language messagesIn these cases, allowing up to 5 repetitions provides additional flexibility for teams that need to ensure the message is heard without forcing them to redesign the entire call flow.Example use caseA customer support phone line routes directly to an agent group (no IVR):If agents are available → a short welcome message is played If agents are busy → a longer message sets expectations and suggests other channels If outside business hours → an informational message is playedDepending on the message type:A short greeting may only need 1-2 repeats A longer informational message may require 4-5 repeatsWithout configurability, teams cannot optimize the experience per scenario.Business impactAdding configurable repeat count for non-IVR greetings would:Improve caller experience and reduce frustration Allow teams to optimize call flow speed vs. clarity Prevent the need to use IVR unnecessarily just for configuration purposes Provide greater control across all Zendesk Voice setups, not just IVR Support more complex and regulatory messaging requirementsExpected behaviorAdmins should be able to configure greeting repeat count directly within:Phone line settings, or Greeting configurationwith a selectable range of 1 to 5 repetitions, while keeping 3 as the default. This would be a natural extension of the recent IVR improvement and would ensure consistency across both IVR and non-IVR call flows in Zendesk Voice.Thank you!
RequestEnable admins to define custom phonetic pronunciations for proper nouns within AI transcription (e.g. agent names, customer names, product names), improving transcription accuracy in call summaries.What does this solve?The AI-generated call summaries for Talk conversations are valuable, but transcription accuracy breaks down for non-Anglophone names (e.g. Polish, Zulu, Xhosa). Names are frequently mis-transcribed, which:Reduces trust in AI-generated summaries Requires manual corrections by agents or QA teams Creates an inconsistent experience for non-Anglophone staff Impacts downstream reporting and record accuracyExisting functionality such as “boost keywords in transcriptions” does not address this, as it influences spelling recognition rather than pronunciation at the speech-to-text level.When did this issue last affect you?Daily—our teams handle calls continuously, and transcription errors occur regularly.What would your ideal situation look like?A configurable phonetic dictionary that allows admins to define how specific terms should be recognised in speech.For example:Written name: Xhantilomzi Phonetic input: KAN-TEE-LOM-ZEE (or IPA support)Optional enhancements:Support for Internation Phonetic Alphabet (IPA) notation Ability to upload audio samples for pronunciation learning Application across agent names, customer names, and other proper nounsWhy this mattersAs AI transcription becomes a core part of CX workflows, it must perform reliably across global, diverse teams. Supporting phonetic coaching improves:Accuracy of AI outputs Agent experience and inclusivity Operational efficiency Trust in automation
Does Zendesk support SIP trunk integration ? We would like to send calls to Zendesk contact center via a private SIP trunk.
Hello,Zendesk Talk IVR does not enforce clear intent capture when callers do not complete menu navigation, leading to ambiguity in routing and reporting.ProblemIn IVR-based flows currently callers are expected to select an option. However, if callers do not make a selection a ticket is created in Zendesk with no assigned group or routing. This results in confusion between teams to understand the customer’s intent and has an impact on reporting.Expected BehaviorZendesk Talk should support configurable handling for no input / invalid input, such as:Route to default group Ability to tag or classify calls that did not complete IVR selectionExample Use CaseCaller does not select an option after the main IVR greeting is repeated 3 times (by default settings): Ability to use custom greeting (for ex. “Since you haven’t made a selection we will terminate this call. However if you need assistance from us, please contact us again at a convenient time”) Then routes to default “Group A” Ticket is tagged: ivr_no_selection for reporting Thank you!
Currently, if no option is selected the welcome message is replayed 3 times until finally going to the default. This should be configurable, allowing to only play a single time before routing. This isn't possible at the moment, as it would repeat this whole message 3 times, which creates negative end user experience. I noticed a thread was initiated in 2018 (Zendesk Thread here) regarding this issue, and even after significant complaints from users, it has not been addressed further.PLEASE REVIEW THIS ISSUE AND PRIORITIZE - IT IS AN ACTUAL ISSUE AND IT IS AFFECTING SEVERAL ORGANIZATIONS.
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