Voice

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!

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

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