Voice

Hello. Following this announcement https://support.zendesk.com/hc/en-us/articles/10955445787546-Announcing-outbound-calling-restrictions-by-agent-group-for-Voice, it is now possible to configure which groups are authorised to make outgoing calls by line. Is it possible to apply the same settings to external numbers? (which are, in fact, only used for outgoing calls) 

I am unable to select the Collect BSAT reply use case from the list….how can I set up an after call survey to gather insights on satisfaction?

Hello, Looking for the best way to do this in Zendesk:Goal: When an agent answers a call in Zendesk Talk, I want their screen to automatically open the customer's existing open ticket specifically the one the customer originally submitted via our Help Center web form so the agent has the full context the moment they pick up.What we're seeing:- On an inbound call, native Talk creates a new call ticket instead of opening the customer's existing Help Center ticket.Questions:1. Is there a native Zendesk Talk setting to open/associate the call with the requester's existing open ticket instead of creating a new one?2. If not native, has anyone achieved a true screen pop of a specific existing ticket on call answer — via an app (Zendesk Apps Framework), Talk Partner Edition, or a third-party CTI? Customer phone is on the user profile (and in a ticket custom field). On Agent Workspace.Thanks!

TL;DRAfter we turned on Omnichannel Routing, we lost the ability to set agent statuses from the Talk dashboard and the Talk APIs. We rebuilt that capability as a no-code sidebar app using Zendesk App Builder. It lets an admin search agents by name or by group, see everyone's live status at a glance, and change a status manually in two clicks.⚠️ The full prompt is at the bottom so you can recreate it in your own account. ⚠️The problem: why our old workflow brokeBefore Omnichannel Routing, we managed agent availability through the Voice (Talk) area. We had a simple way to push agents online, and that fit how our CX team worked.When we enabled Omnichannel Routing with unified agent status, that stopped working. This is by design, not a bug. Once Omnichannel Routing is on, you can no longer set agent status for voice from the Talk dashboard, the mobile apps, or the Talk APIs, and any integration that relied on the Talk APIs to change statuses is affected too. On top of that, when you first

Hi,We’re noticing ongoing issues with the Live Talk data dashboard. There are discrepancies between the summary tiles and the drill‑down views, and the data requires frequent refreshing. Even after refreshing, the information is often inaccurate - for example, the dashboard may show 7 agents as “Away” when only 4 are actually in an away status.We’re also experiencing issues with suspended tickets. The dashboard indicates suspended tickets, but when drilling into the view, none are displayed. A refresh is required before the correct data appears for review.Also worth noting, this is only effecting users in the updated dashboard. 

So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled for to take calls. We would like to have an overflow line on which a backup agent could be online all day, but to which calls would only be routed if both agents on the main line are busy (or if there are X amount of people in the queue). Since all our agents would rotate shifts on the main line and backup line, it isn’t feasible to set this up as 2 groups which agents are added and removed from.  Is there a way to easily have agents choose which line they’re available on on a daily basis or to set up an overflow like this, without having to add and remove them from groups? Am I missing something?

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? 

Hi team, Two consecutive calls placed from the same phone number within a short timeframe are both added to the queue and subsequently transferred to an agent, resulting in duplicate active tickets. The first call, which we assume was abandoned by the customer to initiate the second, fails to receive the "voice_abandoned_in_queue" tag. This issue primarily impacts our agents (who receive duplicate, non-existent calls) and admins (due to inaccurate call metrics). A correction of this issue ensures that the system accurately identifies and closes the first call when a customer immediately redials, preventing agent time wasted on an already-abandoned ticket. By correctly tagging the first ticket, we maintain accurate reporting for queue abandonment metrics, which are crucial for staffing and performance analysis. This problem occurs when customers redial right after hanging up, which is common during high-volume periods or when a customer faces connection issues. Our 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 to the local machine, bypassing the VDI Rem

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

In some cases, email isn’t the best way to reach customers. If you need to share quick updates, reminders, or urgent notices, SMS can be more reliable.In Zendesk Support, sending mass text messages can be done with the Proactive Campaigns app. It allows you to create a list of users or upload a CSV file with contacts and automatically send a single message to all of them directly from Zendesk.Typical use cases include: notifying about system downtime or maintenance, sending reminders for upcoming payments or appointments, contacting inactive users. All messages are sent through Zendesk, and you can see delivery results and customer replies inside the same environment. This helps keep outreach and ticket management in one place.For a video tutorial, check this page.

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 message. I cannot find a field in Zendesk that allows me to input a user's phone number. Unsurprisingly, when the trigger fires, it doesn't text anyone.  How can I build out a

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 Agent under the designated group/skill.Any help here would be greatly appreciated! 

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's Support data rather than an external API.  Would prefer not to have to migrate our existing customer data into Zendesk Support but if that's the only option, where is that functionality located within the Admin screen? &

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.