Allowing customers to request a callback (Talk Professional and Enterprise) Follow



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    Johann Loibl

    Hey guys, great new feature indeed! What happens to the callback call when no agent is online for some time, or if it exceeds hours of operations? Would the 60 mins rule still apply?

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    Arek Gembara

    I have a big problem with this feature - after pressing 2 during the Callback greting, end-user is hearing automatic messages in English:


    • Press 1 to request a callback on the number they've called in from
    • Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
    • Press 3 to return to the queue on hold"

    Is there no option to record this message in my country language (which is Polish), instead of playing back this automatic message in English??

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    Atul Verma

    @Arek Gembara : You need to manually create your own greetings (hire someone for voice over with the menu's which you want) in MP3 or wave format under 10 MB size and then upload it, then you can set it as per your choice. You can make your own IVR ( Depends upon your Zendesk subscription).


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    Ian Smith

    I assume the group routing hierarchy for inbound calls will remain the same for outbound call backs? That is, if there are two available agents in will go to the agent in the primary group first? 

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    Byron Chen

    What does "actioned" mean here: "If your maximum queue wait time limit is reached, and a callback request is in queue, the callback will still be actioned."

    What happens if no agent is available when the maximum wait time is reached?

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    Nicole Relyea

    Hey, Byron - 

    Since no one from the community has jumped in at this point, I've asked one of our Customer Advocates to join the conversation. Someone should be along shortly to help out!


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    Patrick Bosmans

    Hey Byron,


    My name is Patrick and I wanted to see if I could help answer this for you.

    Let's assume the following situation.

    You have 2 agents currently on calls and two customers, Jack and Jill, waiting in queue.  The maximum wait time has been reached and Jack selects option for a callback.  You now have 2 calls currently and 1 callback which will ring through if one of those agents becomes available before the 60 minute limit.  If Jill also selects the callback option, her callback is actioned, ordered behind Jack's, and will ring to an available agent as long as the 60 minute queue limit is not reached.  Best way to think about it is like the callback is holding your place in line, so even if another customer calls in, you would still have a chance to be connected first.

    If no agent becomes available within that time frame, then a ticket will get created and show up in the unassigned queue to be processed at a later time.

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    Byron Chen

    Hi Patrick,

    Thanks for responding! I understand the callback functionality but I'm still confused by:

    "If your maximum queue wait time limit is reached, and a callback request is in queue, the callback will still be actioned. If it's not actioned within 60 minutes of it being requested, it will be removed from the queue and a Zendesk Support ticket is created for the agent to action later."

    The scenario talked about is assuming that the maximum queue wait time limit is reached while a call back is holding someone's place in line. Reading the first line, my guess is that "actioned" refers to the callback being "turned into" a support ticket for follow up later. What's confusing me is the next sentence, "If it's not actioned within 60 minutes..."  then a ticket is created. So i'm confused what actioned means.


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    Patrick Bosmans

    Hi Byron,

    If an agent becomes available before the 60 minute time limit, the callback will be "actioned" and it will ring through to the agent and attempt a reconnect to the customer.

    If an agent does not become available, it will not be "actioned" and will get dropped from the active queue, and a Support ticket will be created.

    I hope this clarifies things a bit.

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    Byron Chen

    Hi Patrick,

    In that case, I think there is a typo or i'm misunderstanding what the queue wait time is: "If your maximum queue wait time limit is reached, and a callback request is in queue, the callback will still be actioned." If the max queue wait time is reached, doesn't that necessarily mean that no agent has become available? In that case, what does "actioned" mean when there is no agent available?

    Thank you very much for taking the time to clarify!

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