Voice

I would like to check if Zendesk allows merchants to record the basic information of our business such as store information, returns & exchange policy so that when customers dial in during non-office hours, they have options to select to receive the basic info before leaving a voicemail. Are we able to set this up in Zendesk?  ThanksSangi 

Yesterday, it became clear to us that we could not receive customers’ phone calls in the Zendesk Mobile App. Only the chat messages could be monitored. Is it possible to receive phone calls in the app, and if so, how do you activate this feature? Being able to receive phone calls in the Zendesk App would be really helpful to our business.  

We are having an issue with calls being cut off instead of queued when all agents are busy. Is there an option to change how long customers can queue before being cut off?

Our business has a growing number of lines in Zendesk Talk and agents are experiencing a pain point in scrolling to the right number. Our use case is that we serve families nationwide and outbound on a local number for approximately 10 specific areas at this time (and growing). This also allows inbound calls from these families to be routed to the right voicemail and team. I would love if the call bar functioned as the ticket form does - where the agent can begin to type and see a filtered drop down in the field. *hint hint* for product development!  My question is, do any other Zendesk customers out there have a significant number of lines (15+) and do you have any tips on managing them? Thank you in advance.

Hi there, In our Help Centers, if an end user starts a Digital Line call with us from the web widget, then they navigate away from the page that they started the call on, it ends the call. Is this expected behavior? Or is this a setting we can change? Thanks!

My understanding of the way the call back feature works is that the call back request rings through to all available agents and if no one answers, the call back ticket is not created for another 60 minutes. Is anyone aware of an add on that provides this call back ticket information more quickly to the agents? This functionality used to exist within ZD but it does not anymore. Our agents are managing both chat and calls at the same time are not always able to answer when it rings through. However, we can't build in an hour delay to complete the call back.  Any other advice on good Zendesk Talk add ons would be much appreciated!

When sending images to a mobile number purchased from Zendesk as a temporary line I've enabled it for images but no images are coming through when sent.Text messages do come through, but how do you know if someone has only sent an image to your mobile number? and it doesn't notify the other person who sent the image that it has failed?What's the go with the text feature?Edit: I tested a PDF file and it failed on the sender side which is better than showing it sent.Edit 2:Okay found the issue looks like a purchased a mobile number without MMS, suggest making this more clear to the user when they go to get a number, perhaps a faded image or checkboxes showing enabled and disabled features.The next problem is when I went to get a new mobile number it appears MMS is not available for Australia? is it possible to get an MMS mobile number in Australia?What about Australian numbers porting in as I interpreted the porting of the number would keep MMS enabled?Suggest updating this article with

Hey there, Would it be possible to set up 2 different voicemails, 1 for during office hours when unfortunately an agent is not able to answer the phone. Another voicemail is then for out of office hours specifically. Hope you get back to me on this as it would be a big help for my team. Kind regards, Petrus

Hi all,   I was just wondering if someone could assist me with the issue I have with SMS replies opening new tickets.   For example, we have an automated system that will email out to a sub set of users mobile numbers when a ticket is created. However, if we are to reply to that SMS text, instead of adding the reply to the ticket that was opened, it will reopen a new ticket upon the response meaning we have to merge the new ticket to the original ticket.   Is there any way that Zendesk Talk can allow for SMS replies to be added to the original ticket that was logged and not open a new ticket?   Many thanks, Brian

Call drops when I click on the "Accept" or "Call" button. This issue affects both callback request and incoming call. Refreshed browser and restarted PC but issue still persists. Connection is fine, so it is not about the internet. Any thoughts on how to resolve this? Thanks!

How do we get our Danish Support phone number into Zendesk in Denmark?

When I transfer/forward a call from an outside landline number (a Panasonic mobile device) to our Zendesk Talk-line, the console in Support does not pop up. Why not? It works totally fine with ‘regular’ incoming calls. Thanks!

Agents keep reporting an issue with the Talk Icon in Support disappearing.  If they reset their browser then it appears, but sometimes that doesn't even work.  No one has made changes to our company or the agents access when this happens.  The agent is taking and making calls just fine and then all of a sudden the icon is gone.  

Hello completelky new to Zendesk.  It's pretty intuitive - however, I was asked to upload  new MP3s one was for a Wait message -  The customer service consultant is asking me to set the new wait message + music - would the MP3 have to include both the wait message and the music or is there an option to select your message and then use some builtin music function

We want to be able to notify our customers when there's an ongoing issue. For instance, something may happen that is not allowing our customers to log in to our service. I'm thinking there's got to be a way to set up a notification that customers can get BEFORE they enter the call queue where we can post something like "There is a known issue for customers trying to log into the system. We are aware of this and are working on rectifying the situation. We expect the problem to be resolved in {x} minutes. If you still need to speak to someone in Support please stay on the line and someone will be with you shortly". Would we just modify the "default available agents" message? Does anybody have any experience with this?

We currently have two teams that can receive tickets via text. Is there a way to differentiate the response based on the number texted? Right now I have a bit convoluted method of basing it on the group rather than the number. Thanks!

Hi,  How can I identify if a call ticket has a recording? is there a way to add a Tag to filter those tickets? Is there a way to hide those tickets for agents, as we do not want them to see the recording? Any workaround is appreciated. 

Hi,  We want to hide call recordings on tickets to agents, how can we do that, is there any workaround to filter those tickets? or any app in the marketplace that can help? Thanks for any suggestion

We have multiple agents who work remotely taking call center (Talk) calls in our customer service department.  Many of them are reporting issues with answering incoming calls when setting status to 'online' after being away for a period of time such as lunch break.  Incoming calls will ring, but they are unable to answer them until they either restart their browser or sometimes have to perform a full reboot of their system.  This does not happen to agents who work in in the office call center, only ones working remotely.

For the past few months my team has been reporting issues with losing calls. Below is a screenshot of messages that is displayed in talk during such instances. We have tried different browsers but issue persist. Any suggestions or ideas on what could be the culprit? Or possible work arounds?

Recently we have found that Requesters are getting email alerts of phone calls. See screenshot below where they are getting the data dump of Call from, Call to, Length of Call, Listen to recording (which obviously doesn't work), etc.   I looked at Events and found that a trigger was being hit, I believe it's just the native Zendesk "Notify requester of comment update". I thought I might add some conditions of the ticket not being Channels of phone calls, but it's still not working - can you help me from preventing Requesters of getting email alerts of phone calls.  

One of our agents has requested the ability to add auto-generated live captions (or transcripts after the fact as a work-around) to Zendesk Talk calls to aid in sensory processing. I have been able to find some apps like Support Scribe that offer after-the-fact transcriptions for Talk calls, but I am curious whether anyone in the community has found a solution for live captions for calls.  These captions would be helpful aids in cases where call quality is low, a caller speaks very quietly, or where an agent needs some visual help parsing audio-only information.  Has anyone found a solution that works for their team? 

Hi there: When inbounds come in, (calls, emails, or chats) they create a new ticket even if it's from the same user. For Example, if user 1 calls in, zendesk opens ticket X, but then if user 1 interacts with us again it opens ticket Y. This results in multiple tickets related to the same user and the same issue. Is there a way that whenever the same user reaches out, zendesk reopens the initial ticket, or merges them in some way that everything related to that user is in now space?    

Hi. I would like to find out how to go about adding an external support line to my zendesk support?  

I'm on version 2.15 and I can no longer see the option to set talk status in the support app under settings. My coworker with version 2.13 can still set their status. I see nothing in the release notes that indicate this was removed.