Managing Talk number settings

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23 Comments

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

    -1
  • Nicole - Community Manager
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    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
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    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
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    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
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    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
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    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
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    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
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    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 :)

    -1
  • Cyn Armistead
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    How do I add the Nickname for a line to reports (in Explore) and views?

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  • Kyle Jones
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    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
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    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 - Community Manager
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    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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  • Gareth Simpson
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    Hi, how do I disable the agent wrap-up? It says above you can do it but I can't find anything in the settings. We're only trialing the lite version at the moment, is it not available at that level?

    Our goal is to ensure agents don't leave the timer running after a call and forget to make themselves available again for new calls.

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  • Brett - Community Manager
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    Hey Gareth,

    You can find this option by navigating to Admin>Channels>Talk>Numbers and select the number you'd like to disable this option for. Screenshot below:

    Let me know if you're still unable to locate this option on your end.

    Cheers!

    1
  • Gareth Simpson
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    Perfect, that's exactly what I needed. Didn't see the little settings cog next to the number. Thanks.

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  • Eckhard Doll
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    I have a question on deleting a number. We have five phone numbers we do not intend to use beyond this year.
    What exactly happens when a number that has been in use previously gets deleted? What will a customer who still has the old number saved somewhere hear when calling that number?

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  • Nicole - Community Manager
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    Hey Eckhard -

    The best practice is to continue using the number you plan to discontinue for a few weeks with a voicemail message saying that this number will no longer be in use before deleting it. Once it has been deleted, users who call it will receive a message that it is no longer in service.

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  • Eckhard Doll
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    Hi Nicole!  Thank you for the clarification.

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  • Mike Lewis
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    Would love more details on how to send out a text proactively. There's a comment above but it refers to documentation i can't find.

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  • Tobias Hermanns
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    How can I make a Reporting in Explore show Outbound Call related to country?

    The Agents clicking just "Call" in Ticket and always one pre-selection will select.

    So all Outbound call for example come from one number instead of right country code.

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  • Devan - Community Manager
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    Hello Tobias Hermanns,

    You can create this report using the Outbound Calls Metric and the End-user Local attribute. 


    Outbound calls The total number of outbound calls made. IF ([Call direction]="Outbound") THEN [Call ID]

     

    End-user locale The locale of the end user associated with the call, for example, en-US.



    Best regards. 

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  • Tobias Hermanns
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    Hi Devan,

     

    nice try, but not workable.

     

    From 3.000 Calls, 2500 flagged EN-US, and we working in EMEA region.

     

    So most issue is not all Helpcenter languages are activated, so many customer just flagged as EN.

    I think we need one of these two:

    - Custom Fields, to Take Ticket Country, we have mandatory in Talk Dataset

    - User Number in Explore (like +44) we can build a custom metric for that.

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  • Devan - Community Manager
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    Hello Tobias Hermanns,

    My apologies that our solution didn't works as intended for your use case. After looking this over, it does seem that the attributes you would need are not natively possible at this time. I would recommend posting in our product feedback forums so our developers can consider making these changes in a future update.

    Best regards. 

     

    0

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