Voice

Hi, I'm working for a company that deals with calls from different countries in the EU, we have Customer support staff who can all speak different languages.    I'm looking for information about how to route calls based on customer language and customer support agent languages spoken. Can we route calls based on incoming dialing code e.g. +44 routes to English speaking customer support agents? 

Is anyone out there using Zendesk with third-party voice integration over (VDI's) like Azure AVD or AWS Workspaces successfully? The company I work for uses Zendesk for a customer support team in the Philippines. They are using Zendesk Talk to field inbound and outbound support calls. Zendesk explicitly states that Zendesk Talk is not supported over any VDI. Zendesk Talk does work perfectly fine with physical hardware. They don't mention anything about third-party voice providers that integrate with Zendesk. Providing hardware for overseas support staff is challenging for a number of reasons. I would be very helpful to have a VDI solution that can be used for Zendesk access and voice. I have been researching the problem and have learned quite a bit.  The short story is that voice-over-VDI is an issue because it introduces latency. Regarding VDI, the only solution I have found is a redirect for voice WebRTC traffic directly t

Hi My contact centre currently uses Sennheiser noise cancelling headsets but when receiving a call via Talk the noise cancelling function does not work and the receiver can hear a lot of background noise. This is causing a few complaint into the secondary team. They have to use Zendesk via citrix due to being overseas and the need to remain confidential.  Can anyone please recommend any headsets they currently use which are really good for us to test with the team.  Many thanks

We will be moving two Talk lines from one Zendesk instance to another Zendesk instance while migrating/consolidating accounts. We are trying to understand the potential downtime of this process. Two talk lines from subdomain1.zendesk.com → subdomain2.zendesk.com

We have a major issue with the talk system and it is a deal breaker for us.Based on everything we have found, once a call comes to an agent and they either refuse it or miss it, it will never be sent back to them and will go to voicemail rather than to the available agent.   On other phone systems the call will be sent to the agent again if they are available by default because they are available and should be taking the call. We had hoped we could use Omnichannel routing to create multiple routes to push the caller into the call group multiple times, but found in one of the help documents that talk does not use omnichannel routing.  The various documentation is so contradictory it is very hard to get a straight workable answer and getting live help is impossible.Has anyone figured out how to do this? 

We have a few different phone numbers, and we've set one up as a non-urgent request line that goes straight to voicemail. What I'm looking to do is have the voicemails from that line go to a different view than our other voicemails, to be actioned by our team leads only. Is this possible?

Hello,  we are looking to integrate busy/status lights into our system, we are currently using Zendesk talk. are there any know lights that are directly compatible with Zendesk? 

Hello,  I've got a number of users who are having issues with their headset/microphone audio issues within Zendesk, and only Zendesk. We recently purchased some Jabra Evolve2 65's (bluetooth/dongle connected) for one of our offices and they're having issues with their mic, it sounds almost as if Zendesk is chosing to ignore the settings we've given it, and Chrome/Edge settings, and seems to just use the built in Laptop microphone instead? Issue is across multiple laptops. The headsets work absolutely fine in teams etc etc and sound great, but just don't work in Zendesk. Anyone come across this before? Kind regards Finley

Hi Zendesk, I'm trying to create a trigger that texts a group of agents when an urgent ticket is created. The purpose is to notify a group of people should some catastrophic event happen outside of work hours. Agents don't always check their work email, but they do check their texts. Here's the criteria: When all of the following conditions are met: Ticket status is new Ticket is received at name@domain.com Ticket subject text contains the following string: code red Take the following actions: Change the ticket priority to urgent Change the ticket type to incident Notify the group via email of an urgent ticket Notify by group text > Recipient is the agent group From: Zendesk Talk number What I don't understand, and what's not working, is how this trigger can notify our group of agents via text me

Hi there,Inquiring on proper configuration and setup for routing Voicemails to Agents in Groups.Current configuration: Talk - Talk and email - Channels - Lines - Routing - Support (Group Created for Support Agents) Objects and Rules - Business rules - Skills - VoicemailChannel > Is > VoicemailAgents who has this skill [All four Agents assigned to skill] Objects and Rules - Omnichannel routing - Queues - VoicemailChannel > Is > VoicemailTicket > Is > CreatedTicket > Is > UpdatedGroups - Primary Groups: HP, Normal Priority, Phone Grp 1 [Sandbox Fax Number Routing set to Support but we have not added this to the Groups]Result: Dialing Sandbox fax number creates ticket in the Voicemail View successfully but fails to route to any assigned Online A

Is there a way to start a call in Zendesk Talk by clicking a link in a third party app? I want to be able to click a link (i.e. https://zendesk.com/call/+1234567890) to open ZD Talk and automatically start a call. It would be of a lot of help, since we right now have to dial manually all numbers.

Hello, We recently launched Zendesk in UK for our support operations and we identified a possible problem with our team. The team is constantly receiving callbacks and not having time for incoming calls. Our IVR is structured in a way that it does not have a callback greeting as it is one single message with the callback instructions after 3 min of wait time. This makes it impossible to avoid callbacks being shown to the agents if there is also another incoming call, leaving them constantly accepting callbacks. Is there anyway to filter the callbacks? We thought about doing it via queue but we can't filter the callback before reaching the agent (only after with accepted or rejected). How can we make sure that callbacks are not a priority?

Can we invite an outgoing call with a third party softphone application instead of the integrated Zendesk Talk, e.g. by calling of a tel- or callto-link in windows.

I'm trying to set up a Talk IVR menu where the customer hears a greeting and if they dial 0, the call would be disconnected after hearing a greeting. The use case here is that the IVR menu greeting asks if customer is a trained admin user (as our customers should all be) and if caller answers 0, which indicates that the caller is not a trained admin user, he/she would hear greeting and call would be disconnected. In the route actions does not include option to disconnect the call so how are others solved cases like this? 

Can Zendesk Talk/IVR invoke external APIs to determine optimal routing or include/exclude certain menu items based off the response? Basically looking to do the following flow:1. user calls in2. Zendesk makes API call to our CRM based off the caller id3. If caller id is unknown or caller id is returned as a Lead, we show menu options 1, 2, 3 (or route to another IVR that only has 1, 2, 3); if caller id is from an existing Customer, we show menu options 3, 4, 5 (or route to another IVR that only has 3, 4, 5) Is this currently possible within Zendesk?  Found to this page - https://developer.zendesk.com/documentation/voice/talk-partner-edition/using-data-in-support-for-ivr-call-routing-and-other-functions/ - but looks like that's for invoking Zendesk'

Hello everyone, We have been experiencing calls dropping all the time. We changed our wifi, connect agents via cable but still the problem persists. Anyone has experienced this struggle in the past? Every 1/7 calls drop and it is making our customer service team struggle. Could you please help me to fix it?

HelloWe have multiple talk lines.  Is there a way to do the following? based on which line is called, assign appropriate form based on which line is called, automatically assign a tag   For example, if line 1 is called, I want to assign Form 1 and have a tag on that ticket called Line1.What I am asking is for incoming calls and not voicemails that are left. We have a team that answers the calls during business hours but I need to have the right forms assigned. Thanks. 

We noticed that some of our tickets have voicemails with background noise. The transcription piece transcribes words that are not there from the noise, creating an unnecessary ticket for us. We have the setting turned off for “create ticket for abandoned calls,” and we have a trigger created that will auto-close tickets without a transcription. How do we prevent this?  

Hi Zendesk Support Team,We need to add a new channel ID to attach our new SDK, but it says there is a problem with our Talk account and asks us to contact customer support. Can you please look into it? And fix this as soon as possible (Attaching screenshot of the Issue) 

Hello We need to react to agent availability events on a Zendesk App using ZAF client, we followed the documentation and could't find these events.Can you please tell us how to do it? How we handling events:https://developer.zendesk.com/api-reference/apps/apps-core-api/client_api/#clientonname-handler-contextvar client = ZAFClient.init(); client.on('app.registered', function(e) { // go nuts });The events we want to handle:https://developer.zendesk.com/api-reference/webhooks/event-types/agent-availability-events/ Thank you!Jorge

I need to establish a developer profile that includes a phone number for end user support. It seems logical to use a Zendesk talk number, so this gets routed to agents and logged as tickets, but I don't receive the code. Is Zendesk blocking Google from sending the Verification code? Is there a workaround? Thanks 

We are setting up Zendesk Talk as part of a Support suite. We'd like customers to be able to make appointments with us and may use the Setmore integration for this. This would allow customers to make appointments via website and chat, but not by phone…we'd like customers to have the option of calling to make an appointment (and have the call handled by auto-attendant, not a live person). My understanding is that Talk does not support this either. I'm wondering if anyone has integrated with another service to add this feature??

Hey Zendesk Community! To preface this, I've already discussed this with Zendesk Support, but I'm hoping for some insight from other Zendesk users to brainstorm some alternative ideas.We're using Omnichannel Routing and IVR, and we've enabled Callbacks on our Talk line, but our team has an average callback time of less-than 15 minutes for general support calls, and less than 7 minutes for urgent support calls. We have a relatively small team, and we're overall flexible with agents being able to step away, and/or set themselves to the Away status to work on other tasks.We've been running into an issue where a customer will call in and request a callback, and one agent may see the ticket in our primary view (automatically generated due to Omnichannel) while working on something else, so they'll pause what they're doing to manually call the customer back - but then, if another agent becomes Available, the automated callback request will still ring that second agent

I would like to set up a trigger where incoming calls from existing customers are automatically directed to their assigned Relationship Manager (RM). If the RM is unavailable, the call should be routed to a group of RMs. Is this flow available in Zendesk?

Hallo ich Habe neue k Kart Bank