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Headset Audio Issues

  • January 21, 2025
  • 7 replies
  • 0 views
F

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

    7 replies

    Retail
    • Retail
    • January 23, 2025

    Hi @finley11 

     

    I'd check if Zendesk website has configured Jabra headset as default. First time you open Zendesk website, Chrome/Edge ask about permissions. One of this permissions is microphone and which one Zendesk website has to use.

     

    You can try delete cache and access again to Zendesk website. You force to Chrome/Edge to ask again about permissions.

     

    Regards

    F
    • Finley11
    • Author
    • January 23, 2025

    Hi @Dani, 

     

    Yeah tried all that, made sure all the site settings are correct and it's definitely pointed in the right place. 

     

    It's a bizarre one.

     

    Kind regards

    Elaine14
    • Elaine14
    • January 30, 2025
    Hi Finley,
     
    I understand how frustrating it can be when audio and microphone functionality doesn’t work as expected. While it seems that the settings are configured correctly on your end, there might be a few additional steps we can take to troubleshoot this issue.
     
    1. Permissions Check: Ensure that both Chrome and Edge have the necessary permissions enabled for microphone access when using Zendesk. Sometimes browser permissions may prevent proper functionality.
       
    2. Device Settings: Try checking the default audio device settings on the laptops. Ensure that the Jabra headsets are selected as the default input and output devices.
       
    3. Zendesk Settings: If you haven’t already, consider exploring Zendesk’s settings to see if there are any audio configuration options that might impact microphone functionality.
       
    4. Testing on Different Browsers: As a test, try accessing Zendesk from different browsers or devices to see if the issue persists.
    F
    • Finley11
    • Author
    • February 3, 2025

    Hi Elaine, 

     

    Thank you for the update.

     

    I've tried 1, 2, and 4 but I can't see to get in to any Zendesk settings on the users machine to try 3? Can you show me where this would be please? When on the users machine there is no options that I can see to access anything that will give me audio device settings.

     

    Kind regards

     

    Finley

    Elaine14
    • Elaine14
    • February 6, 2025
    Hi Finley,
     
    Thank you for your patience while we work through this audio issue. I apologize for any confusion in my previous response; please disregard step 3 regarding Zendesk settings, as it seems you are unable to access those options.
     
    Instead, you may follow the suggested resolution steps in this article.
     
    If you continue to experience problems or if there's anything else I can assist with, please let me know.
    F
    • Finley11
    • Author
    • February 7, 2025

    Hi Elaine, 

     

    Ah yeah that's not quite what I'm after either I'm afraid, but we have already sorted those permissions to get around the re-enabling issue. 

     

    Our issue is that it seems to be really poor quality, but it only happens in Zendesk. Evverything points to, and suggests it's the right microphone.

     

    Is there a direct support@ E-Mail address or something similar I can use to create a support case with a technician?

     

    Kind regards

     

    Finley

    Elaine14
    • Elaine14
    • February 7, 2025
    Hi Finley,
     
    Thanks for your update. I understand that you've already sorted the permissions regarding the re-enabling issue, but you're still encountering poor audio quality specifically in Zendesk.
     
    Zendesk recommends using analog headsets with a 3.5mm plug, as they typically provide the best call quality. While USB and Bluetooth headsets can also work well, I suggest you test your setup using an analog headset to rule out any issues stemming from your current headset. 
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