| Announced on | Rollout starts | Rollout ends |
| July 20, 2026 | July 20, 2026 | July 29, 2026 |
We're excited to announce the ability for calls to be automatically accepted in Zendesk Voice for phone lines (PSTN).
This article includes the following sections:
What is changing?
Previously, when a call was offered to an agent, it rang for a configurable amount of time. During that time, the agent could accept or decline the call. If the agent didn’t answer, the call was considered missed and returned to the queue.
With auto-accept enabled, calls are connected automatically. Agents can’t decline these calls, and the calls aren’t missed because they’re accepted automatically. By default, calls are connected immediately, but admins can set a 5-second or 10-second delay to give agents time to prepare. This can help teams adapt to the feature. Agents can still accept the call before the delay expires.
The configuration settings in Admin Center:
Why is Zendesk making this change?
For customers with experienced teams and service-level goals, the ability to automatically accept calls is a must. It prevents missed or declined calls and boosts overall performance by improving the average speed to answer. Ultimately, this enhances the most important metric of all: customer satisfaction!
What do I need to do?
If you want calls to be automatically accepted for a given line, turn on auto-accept calls for that line in Admin Center. For more information, see Managing phone line settings.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.