Voice

Hello! My organization uses the SMS product, and I am wondering: if I send an SMS with a URL in it, do I need to include "http://" or "https://" in the URL in order for the recipient to access the link directly from the SMS, or will the link work without that? For example: could I send the link to zendesk.com, or would I instead need to send the link to https://zendesk.com? I experimented with sending the shorter version to a few mobile devices, and the links worked fine, but I want to know if I can expect this result consistently.   Thanks!

Hello to everybody, I am trying to start the call with the "intro greetings and then route automatically the call to a group, but if the users press a specific key (e.g. "2"), the call is routed to another phone. Is there a way to route the call to a group without force the users to press any key? Thank you very much Davide

Does anyone know if there is a feature to enable Caller ID for incoming voicemails? Thanks. 

Hello all, Our colleagues in the hotline are reporting strange issues with accepting calls since a few days: Sometimes it is not possible to click the accept call button on the incoming call widget within Zendesk. Obviously, this is unfortunate as it leads to missed calls although our colleagues are actively looking at the incoming call widget. One colleague even reported that the accept call button was simply missing in the incoming call widget. This issue does not appear every day, however, multiple colleagues have reported the issue already. Unfortunately, we could not identify a pattern that causes this issue to arise so far and have no screenshot of this as of yet, but will get back to you once we do. Maybe someone else is experiencing this and can help? Please let me know what information from our side would be helpful in the investigation. Warm regards,Cedric

Hello - I am trying to solve for when an agent misses or declines a call. - Is it possible to turn off the ability to Decline a call? Or to force Answer a call when the agent is in Available status? - What happens to the Missed or Declined call? - Is it possible to reroute a call if an agent Misses or Declines a call back into the queue? - Are tickets created for Missed of Declined calls? If so, can I create a trigger to send these tickets back into their queue for a follow-up? Sorry if the answers already exist. I've not been successful in tracking down the answers I need. Thanks in advance!

Hi everyone,  We're looking to survey our Talk customers after their phone call is done. We want to be able to send an SMS survey text message to the customer, but we do NOT want to send a URL survey link. Instead, we want to survey them with a series of text messages. For example,  "How was your overall customer experience today? Reply with a rating from 1-5, 1 being the lowest satisfaction and 5 being the highest satisfaction." "How well would you rate the agent for their knowledge of your issue today? Reply with a rating from 1-5, 1 being the lowest satisfaction and 5 being the highest satisfaction." Has anyone surveyed their customers this way, via text message? It seems that Zendesk can only do URL SMS surveys, so at this point I'm looking for an app that integrates with Zendesk well (including real-time Explore data population that makes sense).   

how can i make a ticket in support the text the customer instead on emailing?

Introduction: This best practice addresses the assignment of tickets in Zendesk Support when making outbound calls. It provides an explanation that may not be found in the Zendesk documentation. The focus is on scenarios where there are multiple phone lines per country, each with its own support group, and some phone lines have Interactive Voice Response (IVR) while others do not. The objective is to determine which agent group receives the outbound call ticket assignment. Use Case: Consider a Zendesk environment with phone lines for different countries (e.g., nl, fr, en, etc.) and specific support groups responsible for each geographic location (Support NL, Support FR, etc.). Some phone lines have IVR configured, while others do not. Agents occasionally need to make outbound calls, and the question is: to which agent group should these outbound calls be assigned? Let's explore the possible scenarios: Phone lines: Agent groups: Scenario 1: Routing Group Differs from Agent's Gr

Is it possible to delete talk data.  I had a customer inadvertently call in 25 times during our team meeting when all agents were unavailable.  How this happens, I have no idea.  We received 25 calls abandoned in voicemail.  The resulting tickets were deleted (and permanently deleted), but the talk data still remains and affects our call acceptance metric.  I calculate Accepted % as Accepted Calls / Total Inbound Calls.  Since these calls were not accepted, we take a hit on the metric.   Is there any way to delete this data?  We get some spam calls as well and it would be nice to clean that up.

We are having issues with calls dropping, any sugguestions?

We are using the Jabra Engage 50 ll. It uses an auditory signal for incoming calls from connected softphones. Zendesk Talk isn't showing as a softphone. How can we fix this? Do we need to install a different talk app?

On the 25th of February we had a large number of inbound calls between 9:30am to 10:30am, not all these calls generated new tickets in Zendesk which impacted our reporting for the month. We reviewed our data and found that we had 20 calls on that day and have only 8 tickets created, leaving 12 call IDs with no ticket.  Does anyone know if there are any instances of a call not generating a ticket and why it would not generate a ticket?We have tested all possible scenarios we can think of from our end and each time it has still generated a ticket as we would expect.

Hello, I was advised to open up a support ticket after posting this under "Talk Q&A", let me know if this is not the right place. Every time I get a call transferred to my T-Mobile phone by another agent my browser picks it up right away. It doesn't make sense because calls are set to ring to my mobile phone, not browser. I have agent forwarding on. Is there a setting somewhere that needs to be enabled/disabled? Or is the agent not transferring the call the correct way? Any insight would be appreciated. Thanks

Is there a way to get the number of outbound calls that went to customers Voicemail? I know those kind of calls are tagged as Completed Outbound Calls but we are trying to splice the data if we can get the number of those outbound calls that went to customers voicemail.I know this is not possible with explore even using custom metric/attribute but is there like an app that can do this?Appreciate your feedback in advance. Thanks! 

Is it going to be possible to remove caller ID on Zendesk talk?We want to be able to call customers but we don't provide an inbound call service however, when we do 'request a call back' it gives the customer our caller ID. 

Hi there! We're new to Zendesk and are in the process of rolling out Zendesk Enterprise to our team. I'm trying to figure out the most efficient way to temporarily turn off our phone lines for a specific period of time. The scenario is our sales teams have a sales meeting every few weeks that occurs during the first part of our normal business hours. Is the best way to handle this to create a separate business hours schedule and then go in line by line and select that schedule until the meeting ends and then go back to our normal business hours schedule? Is there an easier way by chance? 

I'm working through a Zendesk implementation at my company. We already have a RingCentral implementation, primarily used to queue calls. I'm unsure if I should pursue the Zendesk - RingCentral integration available through the Marketplace, or simply use Zendesk Talk instead. What would be the pros and cons of RingCentral Integration vs. using Zendesk Talk. I see this as a potential opportunity to drop the RingCentral licenses.    Ideally, I would like to maintain the same contact number that currently routes through RingCentral. I am assuming that moving to Zendesk talk would mean a new phone number.

I would like to add a post call survey for my agents once an inbound call ends. Are there any reference articles for how to do this through Zendesk?

We allow users to send tickets via test message. Is there a way to attach the user's cell number to their account so we can more easily identify/validate them? This is for in-house users only. 

Hi there, we use Zendesk Talk only in offline modus, meaning we only make outgoing calls to customers, but don't offer a hotline. One of the reasons why we went for an upgrade with Zendesk Talk was the call back request function. Now we learned that the talk widget with the call back request form only works when agents are online -.this doesn't seem intuitive to us.. don't customer request a call-back when there is no agent available?! which would be either when all agents are already on the phone OR in our case when there's no one online? most customers have time to contact us in the evening or on the weekend, then there wouldn't an agent online anyways.. Is there a work around so we can permanently attach the talk widget with call back request (even if agents are offline)?Thanks and best regards,Kristin

Hi There, we are a relatively small organisation and I am the admin and fulfil team leader responsibilities for Zendesk. I need to be able to listen to live calls but retain my admin permissions. Can this be changed please?

We are looking to create a form type that would automatically assign calls to a form named "external call" and for messages "instant message". I would like to create these instead of both calls and messages falling under the default ticket form which does affect our reporting. Right now our default form is listed as "Not sure? submit here" and we wanted to use that form to see what topics may not be listed and capture a trend of the not listed topics to create more form types for our employees, or better categorization. Is this possible? 

Hi, we have the issue that we have multiple lines, so when an agent is making outbound calls and they want to ring the number stored in the ticket, it calls from a different line than the line they are assigned to.    Zendesk have come back with that this is normal behaviour, linked to the article : Making outbound calls the workaround solution is that an agent manually types the phone number in  This is quite manual and to me defeats the point of storing the contact's phone number within Zendesk.   Is this is something you face too?   Thanks Catriona

Hello, I need help trying to set up my call routing properly while keeping different messages based on a schedule. We are trying to have a message that appears during business hours and routes to an agent in a certain group(support team). Then another message for after-hours that routes to another group(on-call team). We can accomplish this using a failover number but you cannot use a Zendesk Talk number for a failover number. Currently, we have Always Route Calls so that the calls will properly come in but this only allows for a single call message.  Appreciate any insights or help. Thank you. 

Hi everyone!Just seems as the frustration in the quality of our calls never ends! It would be spectacular to connect with someone that can help us understand what may be going on and how to improve the call quality.  Seems as we cant ever get through a single call without the guest complaining that they cant hear us! Thank you!