Routing Zendesk Talk calls to multiple agents at the same time

113 Kommentare

  • Adam Gerson
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    As many people have said this is a deal breaker for us. We will be moving to another solution. 

    0
  • Daniel Love
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    deal breaker for me. I can't believe this isn't a feature. It seems as with most of Zendesk products the most basic customisation options are not available. 

    0
  • Jonathan Kam
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    Have you ever try other tools that have an integration on Zendesk to receive calls ? It was deal breaker for us too until we found SnapCall (maybe there is others ...). We’re using it for inbound calls and it works pretty well. When we receive a call, it is routing to all our Zendesk agents available at the same time. When we installed the solution, this feature was not available directly from the dashboard but if you contact their support they do it instantly.

    3
  • Zeb Stiles
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    This was also a dealbreaker for our team.  I really like Zendesk and we have been using for something like 6 years now.  We can't move to Talk without the option to ring multiple agents at the same time.

    1
  • Flavio Lira
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    Just found out about the lack of this absolutely basic feature. Such a disappointment.

    1
  • Renee
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    Has Zendesk come up with a solution for this yet?

    2
  • Shaun Ferry
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    multiple agents ringing simultaneously is essential and basic functionality for almost all in-house phone systems. ...we can't move fully to talk without this.

    2
  • Krzysztof Klimek
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    I agree.

     Can Zendesk apply the same rules as for the live chat - broadcast and assigned and everyone will be happy.

    0
  • Mattias Gillsten
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    Could someone from the Zendesk team provide an update on this issue?

    We work with several smaller teams of 2-3 agents, and we need a way for them to take calls without waiting in case one agent is busy. 30 seconds is enough for us to start losing calls.

    The round-robin system might fit most of your customers, but I don't see why that would prevent adding options for customer with different business models. 

    We were planning to switch over to Zendesk Talk but unless there is a way this feature will be added or there is workaround that will not be a possibility. 

    1
  • Stefan Saeys
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    Although this has been requested multiple times, the feature is still not implemented. This together with the 30 second limit for a call to be transfered to the next agent is mandatory for us.

    Please add this functionality. We won't be extending our license if it is not implemented before end of year.

     
     
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  • Gilles
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    110 vote and 100 comment ... pretty active community ... And only 4 or 5 answer from Zendesk moderator ?

     

    We also need that fonctionnality !

     

    Thank you ...

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  • Casandra
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    Could someone from the Zendesk team provide an update on this issue?

     

     

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  • Donato
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    Is there any update about that?

    1
  • Davin Tan
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    I would like an update also. 

    1
  • Flavio Lira
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    I think small businesses, who would benefit the most from this feature, don't move the needle very much for Zendesk, unfortunately... if most of their revenue comes from large businesses with dedicated customer service teams, there's not much of a point on Zendesk to pay attention to this.

    1
  • Jano Simicka
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    We are a small business. We need this functionality. If we had it we would happily switch to ZenDesk Talk (more money for ZenDesk) from our current VOIP provider.

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  • Yoann Steiner
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    Also, for us this is a super important feature. I was surprised that Zendesk Talk does not offer this function. For a lot of teams this could help a lot. 

    @zendesk: Do you have an Update for this? 

     

    1
  • Cyn Armistead
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    People have been requesting this for years. Is it or is it not on the product map in the reasonably near future?

    1
  • Anthony DelCampo
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    Hello All,

     

    I pointed here by your support team.  Yes, I'd like to see the ability to ring all available agents at the same time.  

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  • Anthony DelCampo
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    Cyn Armistead Agreed!  I am fairly new to Zendesk and I am still surprised by the number of request that haven't been included in the road map.  Another pain of mine is creating Bulk Tickets... you can edit tickets in bulk but not create them.. 

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  • Bthomas
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    This feature is definitely needed.  It's also very frustrating that when setting up Talk routing it makes it seem like it will go to all agents at once.  Even in the guides it makes it seem like that.  

     

     

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  • Bthomas
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    This is the top voted on feature request for zendesk talk.  its absolutely ridiculous that zendesk hasn't built it out yet, and its not even planned!

    For a company that makes customer support software, you'd think they would support their own customers.  

     

     

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  • Tobias Hermanns
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    Hi,

     

    we also need that, why you let run a lot of customer into such limitation after promoting to Zendesk Suite?

    0

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