Managing Talk number settings

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12 Comments

  • Evelin Martinez

    were can i start call people on this site plz help me im new and don't know what to do?????????????????????

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  • Nicole - Community Manager

    Hi Evelin - 

    Can you tell us more about what you are trying to do? If you're looking for a support phone number, the admin on your account should have that number.

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  • Oliver Jackson

    Hi,

     

    we have different websites, each with their own telephone number. When a call reaches us, we need to make sure that we answer with the appropriate greeting, and that the agents know which website telephone number the caller has dialed.

    Will this information show up in Zendesk talk? I've assigned nicknames to each number, so will this nickname be displayed when they answer the call?

    Thanks in advance for any assistance!

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  • Stephen Fusco

    Hi Oliver, 

    Thanks for your question! Yes, the nickname for the number will show up when the call comes in. Your agents can find this information just below the caller information in the pop up: 

     

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  • Jon Rosenberg

    I've got my talk number enabled for text but I see no more options for actually enabling the Text feature. 

     

    The guide on https://support.zendesk.com/hc/en-us/articles/235709587-Getting-started-with-Text-Talk-Team-Professional-and-Enterprise- jumps right from creating or enabling a number for text right to sending a text. I have one number Talk and it is enabled for texting, how do I now jump to actually setting up texting?

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  • Brett - Community Manager

    Hi Jon,

    If you navigate to Admin>Channels>Text do you see the Talk number you've enabled for Text?

    If you do have this number set up then you can take a look at setting up the appropriate triggers as mentioned here: Using Text Notifications with Triggers

    Let me know if you run into any issues.

    Cheers!

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  • Jon Rosenberg

    Thanks Brett. Looking at this, perhaps I'm misunderstanding the usage of the text feature. Can I not send an SMS/MMS to a customer from my Zendesk Dashboard? I have my phone icon with dial pad in the top right hand corner, I guess I just assumed that the text feature would allow for texting from that screen. 

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  • Brett - Community Manager

    Hi Jon,

    It won't let you proactively reach out via Text through the Talk icon at the top right unfortunately. You'd need to generate a ticket in your account and have the appropriate triggers set up to send your update to the requester.

    The documentation I attached previously should help with setting this up but please let me know if you have any questions or concerns :)

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  • Cyn Armistead

    How do I add the Nickname for a line to reports (in Explore) and views?

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  • Kyle Jones

    Hey Cyn,

     

    Are you speaking on behalf of renaming your metrics? Because in order to do this you would need to create a renamed data set with the metrics containing your desired name. You'll see below how you can reach the Data Structure editor which will allow you to rename your attributes and metrics.



    I hope this helps!

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  • Robbie Chasse

    How is the average wait time determined?

    We are just launching this platform so we have no wait time recorded and zero calls made.

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  • Devan La Spisa

    Hello Robbie,

    Wait time begins counting the moment the customer arrives in the IVR and stops when they leave. I included this article that should help explain this process a bit more in detail. 

    When is the Average wait time message triggered?

    Best regards!

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