Voice

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 to call the customer ba

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?

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Hey, I'm not clear on how to do if I have a ticket that was initially a phone call and I need to reply with an email later on, how do I do this, within the ticket, I add in the CC the person's email and submit the public note or do I have to create a new ticket with the email in order for the reply to go through, or if the profile already has the email on it and avoiding the first two options and simply replying on the talk ticket on a public note would that go as an email or the person will not be getting anything at all?

Hello there! I'm wondering if the report is accurate about agent missed call leg data. I'm showing some agents has 13-20 missed call leg counts per ticket. Does it mean that the agent missed a call from the same customer 13 times?

Hi there!   Sometimes my team will proactively contact people via SMS, if the person replies it comes through as a brand new ticket, rather than as a reply on the ticket like you get with normal email tickets.    Is there a way to make it all stay on the same chain?    Thanks

Hi team, I need help because when an agent makes a call using Talk, if Zendesk for business reason is also open in a second browser window (even if it's a different browser) at the end of the call, the ticket where the call was made also appears in this second window.Is it possible to set that the ticket does not open automatically in other browser window after call any update?Thanks for your help!

I followed the steps provided by the team in the following link with no results.  I have tried both Brave and Chrome with the same results.  Every single other website works with my Pixel Buds Pro with the exception of Zendesk.  I can confirm that the browser settings have microphone enabled and it still does not work.  I am able to place the call via ZD but there is no audio playing out of either the buds or the desktop speakers.     Any help would be appreciated.  Thanks so much.

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Hi Zendesk! I discovered that the phone schedule is not the end-all-be-all. If agents do NOT go offline (accidentally forget at the end of their shift), then a customer can still request a call back, even if the schedule shows we are closed and even if the appropriate message (voicemail off) is set up correctly. This happens EVEN IF an agent logs out of Zendesk completely. Scenario: agent finishes shift --> does not go offline so either away or online status for phone --> schedule set so phone should be closed --> they log out of zendesk --> customer calls outside of business hours and still hears 'for a callback press 2') If an agent logs out of Zendesk, that should definitely kick them out of chat and phone and push them offline.    My instance is Covercraft and the ticket example is: https://covercraft.zendesk.com/agent/tickets/1730/events if anyone wants to check it out!   Thank you :) Nas

Hello, I find myself in a complicated situation I have 2 completely separate lines for 2 antities and in no case, the agent, on the other hand the directory of the 2 lines is mixed, we cannot dissociate them, which poses a problem, each line should have its own directory, both for practical reasons and also for confidentiality reasons, is there an option provided for this?

I would like to account for all wrap up time associated with an interaction within that specific call data.  Is there a way for an agent to extend the wrap up time for a specific interaction if additional time is needed?

Unable to create Greeting In Talk Module, saying that " Error creating Greeting". I have uploaded the 1.6 MB MP3 file. I can play back the audio but am unable to save it. Have someone experienced the same issue?

How can I send customer satisfaction survey via SMS? Most of our interaction is through phone and we are not looking into asking for emails.  Can Zendesk identify if the end-user phone supports SMS or not?   

Hello, We receive calls through Zendesk, but when I add to the DLP section, we encounter an error in the TALK option, and when a call comes in, it doesn't automatically open a ticket on the screen. Is there another site redirection running in the background? added twiliocdn.com as a category in DLP, it initially fixed the issue, but we are still encountering errors like this.

My agent is receiving error message - "Zendesk Talk Needs Access To Your to your Brower's Microphone" .  From Setting, Access to Microphone is checked and in Zendesk, access to Microphone is set to Allow.   What could be preventing the agent from receiving calls and dialing out?

A client of ours have their own IVR and they want calls to exit their IVR and be transferred into our phone system (we are planning on using Zendesk Talk for this project)When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent? and can the Talk IVR trigger external API calls?If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration; Press 1 for a call back so you don't have to hold Press 2 to receive a WhatsApp message to talk to our team instantly (is it possible to make the IVR trigger an API call so we can force a WhatsApp message send from an API?) Continue to hold and wait for a member of our telephony team?"

A client of ours have their own IVR and they want calls to exit their IVR and be transferred into our phone system (we are planning on using Zendesk Talk for this project)   When the call reaches us from the client's IVR can we make it go through another IVR within our Zendesk Talk set up before it reaches an agent?   If we can do the above, then is it possible for this second IVR (in Talk) to have the following configuration;   Press 1 for a call back so you don't have to hold Press 2 to receive an SMS message (we want to send an outbound SMS with a website link it it that directs them to a page with live chat on so they can chat to us instead of continue with the call) Continue to hold and wait for a member of our telephony team   P.S. If there is a way to do this without needing to use an outbound SMS that would be amazing as it would save the outbound SMS cost as well.

I've integrated with Twilio SMS and so text messages get added as a comment to a ticket. I've tried the "Ticket is updated via Twilio SMS" and it works the first time an SMS is received, but never after that since I guess the ticket isn't considered "updated".  Is there a trigger that fires for all SMS messages received? Or at least a trigger for any change to a ticket, such as internal notes or comments being added? It seems like the "ticket updated" trigger is so specific. 

Hello,  I will often have periods of time when the person on the other end of the line has a hard time hearing me in zendesk phone. I have my microphone volume turned all the way up, but this will still happen intermittently. Other users on my team experience this as well.