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1. Talk
2. ...
3. Reporting for Talk
4. Zendesk Talk dashboard metrics reference

Hi Maribel, You can refer to our documentation Reporting on calls with Explore to create a report in Zendesk Explore using the Talk > Talk - Calls dataset and include Call wait time as a metric. Th...

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• Dekbi
• Erstellt 2. September 2023 08:10
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Installing Zendesk Talk as a softphone

Hi Irjen, The device detection works with whichever Audio/Mic setting is recognized by the browser, this will be applicable to your Talk channel also. If you are using your headphones, your laptop ...

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• Dekbi
• Erstellt 22. März 2023 05:45
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1. Guia do agente
2. Informações básicas sobre tickets
3. Gerenciamento de tickets

Ola Ricardo, A reabertura de um ticket depende do status atual dele. Se um ticket resolvido receber uma resposta de um usuário final, ele será alterado para o status Aberto. Um agente também pode a...

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• Dekbi
• Erstellt 2. März 2023 07:12
• 0 Stimmen

1. Talk
2. ...
3. Managing Talk
4. Managing call recording options in Talk

Hello Ryan‍ , Thanks for explaining your use case. At this time, unfortunately, we don't support call recording for consultations (warm transfer).  I've marked this conversation as product feedback...

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• Dekbi
• Erstellt 28. Februar 2023 10:15
• 0 Stimmen

1. Talk
2. ...
3. How to get help with phone call problems in Talk
4. You need to have a Talk seat enabled to listen in on calls

Hi ShonaC, At this time, unfortunately, we don't support custom roles for Zendesk Talk.  I've marked this conversation as product feedback for review, which means that your input will be aggregated...

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• Dekbi
• Erstellt 22. Februar 2023 08:33
• 0 Stimmen

1. Talk
2. ...
3. Reporting for Talk
4. Zendesk Talk dashboard metrics reference

Hi Daryl, There is a way for the details to appear if the option Create ticket for abandoned calls? is enabled in your Talk line settings. I suggest reaching out to your Administrators to see if th...

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• Dekbi
• Erstellt 9. Februar 2023 05:15
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Putting Info from organisation card into custom fields on a ticket

Hi Zac, You can use 'Triggers' to auto-populate information on the custom fields that you have on a ticket form. For your reference: About triggers and how they workHere's a sample trigger: 

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• Dekbi
• Erstellt 8. Februar 2023 08:36
• 0 Stimmen

1. Account
2. ...
3. Accounts and billing
4. Creating a premium sandbox with data replication

Hi Diego, Since the App functionality is disabled in the Sandbox instance, I'm afraid that the |apps installed will also not be replicated from the production to your Sandbox. You may need to re-in...

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• Dekbi
• Erstellt 7. Februar 2023 07:41
• 0 Stimmen

1. Talk
2. ...
3. Managing Talk
4. Managing call recording options in Talk

Hi Kathy, Apparently, there are no native settings in Zendesk that would grant permission to recordings per group or control agents access to call recordings. I've marked this conversation as produ...

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• Erstellt 7. Februar 2023 06:29
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1. Talk
2. ...
3. Reporting for Talk
4. Reporting on calls with Explore

Hi Dominic, Total inbound calls refers to the total calls that you received regardless of their status. Whereas the completed call status only refers to the calls that were completed or were routed...

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• Dekbi
• Erstellt 1. Februar 2023 10:04
• 0 Stimmen