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!
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