After your Voice channel has been enabled and set up by an administrator (see Getting started with Zendesk Voice, you can make and receive calls.
- Setting up your browser or phone to take calls
- Receiving and placing calls
- Understanding how calls become tickets
Setting up your browser or phone to take calls
You can take and place Voice calls directly from a web browser or with your phone.
Setting up your browser for calls
The web browser that you use for Voice might affect audio quality. Zendesk recommends Google Chrome for the best experience. Chrome relies on browser-native audio compression and streaming capabilities known as WebRTC, or web real-time communications. The standard is currently only supported by Chrome.
Agents can also use another browser with the Adobe Flash plugin, such as Firefox, Safari, or Internet Explorer.
To set up your browser for calls
Opening ports on your computer
If you use a browser to take calls, you need to open ports on your computer and network firewalls for Zendesk Voice to work. The ports depend on your browser.
If your browser uses Adobe Flash (that is, all browsers except Chrome), make sure the following ports are not blocked:
- TCP: 80, 443, 843 and 1935
If your browser is Chrome with WebRTC, make sure the following ports are not blocked:
- TCP: port 80 and 443
- UDP: all ports between 10,000 and 60,000
For more information, see the Twilio client requirements on the Twilio website.
- Open the required ports on your computer.
Follow the steps for your operating system in How to open your computer ports.
- Open the required ports on your network firewall.
- For an enterprise/office environment, give the above port requirements to your IT team.
- For a home environment, follow the steps for your operating system in How to open your home network ports.
- (Optional) Test your ports to confirm they are open.
Enabling microphone access
You need to grant permission to Zendesk to use your computer microphone, either during your first call or by using the Voice console.
To grant microphone permission while accepting the first call
To grant microphone permission with the Voice console
Setting up your phone for calls
In addition to answering calls via the browser, you can select to forward calls to your office or mobile phone.
To set up your phone for calls
- Edit your user profile by selecting the User menu, then clicking View profile page.
Zendesk Classic: Click your name in the upper-right corner, then click Edit in your profile page.
- Next to Agent forwarding, click +add number.
- In the window that appears, select a country and enter your phone number.
If your telephone number includes an extension, add it to the extension field. If you also use additional key presses, you can also add those to the extension field. For example, if a caller must dial '123' followed by a pound ('#') key, enter '123#'.
- Click Save.
Zendesk Classic: Click Update.
- In the Voice console, click the globe icon and then select Via Phone.
Enabling browser notifications
When your status is set to Online, your browser will request permission to show you notifications. If you've enabled Voice notifications and you're in another browser window, notifications about calls appear in the upper-right corner of the screen. You can click on the notification to get to your Zendesk and the call console.
To enable browser notifications
You should click Allow or Show, depending on your browser.
In Chrome, the request looks like the following example:
In Firefox, the request looks like this:
Receiving and placing calls
Once you've set up your browser or phone (see Setting up your browser or phone to take calls), you're ready to make and receive calls. Make sure you've set your status to Online in the Voice console.
Receiving an incoming call
If you're using your phone (see Setting up your phone for calls), you can simply answer calls as usual. Calls will come in your organization's Voice number. If you have multiple numbers, the call will show up as whichever number the customer dialed.
If you're using your browser (see Setting up your browser for calls), the console opens in the upper-right corner.
You can set up your browser so you receive call notifications when you're outside of Zendesk. See Enabling browser notifications for details.
- From your phone, answer the forwarded call.
- From your browser, click Accept in the call console that appears under the Voice icon in the top toolbar.
Zendesk Classic: Depending on how you are receiving calls, click Accept in the call console or answer your personal phone and follow the voice prompt. If you forwarded the call to your phone, you might also need to click Accept in the call console, depending on how your administrator set up Voice
If you don't answer within 30 seconds or decline the call, it's placed back in the queue to wait for the next available agent.
Making an outbound call
You can make outbound calls from either your browser or your telephone. Keep in mind that while you can make outbound calls using your telephone, you must initiate the call from within Zendesk in your web browser.
- Click the Voice icon () on the right side of the toolbar
- Click the dial pad icon.
- Click the drop-down menu next to the phone number to select which of your Voice numbers you're calling from.
- If you're dialing outside of your default country, select the new country from the drop-down list next to the flag icon.
- Enter the telephone number and click Call.
- If you're using your phone, Zendesk will call your number and then dial the requester after you pick up.
- Open the user's profile.
- Click on the number in the Phone field.
- Select Call this number.
Muting a call
Set a call to mute to temporarily disable your microphone.
To mute your microphone
Putting a call on hold (Basic and Advanced Voice)
While on a call, you can put the customer on hold or mute your microphone so that you can consult with another agent or track down other information.
- Click the pause button on the lower-right side of the call console.
While on hold, the customer hears the on-hold music and you hear a beep every 15 seconds. Click the pause button again to take the customer off hold.
Transferring a call (Basic and Advanced Voice)
To learn about transferring calls, watch the following video or read the section below.
With warm transfer, an agent can consult with another agent before transferring the call to them. After consulting with the other agent, the agent can either transfer the customer to the other agent or just disconnect from the consultation call and return to the customer.
- After you answer a call or make an outbound call, the ticket automatically opens.
- Click the transfer button from the ticket or the call console. The customer is placed on hold and hears the hold greeting.
- Start typing the agent's name or phone number. Click on the agent's name to transfer a call.
- Introduce the call you're transferring to the other agent. The related ticket will automatically open in the other agent's Zendesk. Click Make Transfer.
- The message This call has been transferred successfully appears in the window. At this point, the related ticket is also assigned to the other agent. Click Close.
Ending a call
You can end a call manually, or, if the customer you're talking to hangs up first, Voice automatically ends the call.
- Click Hang up in the call console at the top of the ticket. Or, if you've redirected the call to your telephone you can end the call by hanging up.
Zendesk Classic: Click Hang up in the call console.
- In the Voice console, click Available to take new calls.
If you do not see this option, then your administrator has disabled agent wrap-up. This means you are immediately available for another call when you finish a call. For details, see Configuring Voice channel settings or, if you use Advanced Voice, see Configuring agent wrap-up for each number (Advanced Voice only).
Understanding how calls become tickets
- When you accept an incoming accept phone call
- When you place an outbound call from the console
- When a caller leaves a voicemail
Details about the call or voicemail and a recording are added to the ticket as a comment. If you placed an outgoing call from an existing ticket as described in Making an outbound call, the comment is added to the existing ticket.
Your Voice channel can be configured to prevent users from accessing the live call recordings (see Configuring Voice channel settings). If your administrator has allowed the recordings to be accessible, the user can click a link to the recording from the notification email to hear it.
You can add a comment to the ticket and update the ticket properties while you speak with the customer.
Identifying the caller and handling new user accounts
If the caller is an existing end-user and their number has already been added to their profile as their direct line, their existing profile is set as the ticket requester.
Calls received from new, unknown users generate new user accounts that are identified only by the telephone number they're calling from. To communicate via email with these users going forward, you need to ask your callers for their email address while you're on the call with them and then add it to their new user account.
Unknown users can also actually be existing users if they're using a telephone number that they haven't added to their user profile. In this case, you can merge the new user account with their existing user account. For more information, see .
Each user must have a unique telephone number; this is how Zendesk Voice identifies them when they call in. Therefore, the user's profile phone number must be their direct line. If the user hasn't already done so themselves, you should verify that the number they are calling from is their direct line and then select the Enable as direct line option in the user profile, as shown here:
Setting a telephone number as a user's direct line means that the number cannot be used by any other users in the account.
Merging tickets when a call is about an existing ticket
You may often find that callers are contacting you about an issue for which a ticket has already been created. To handle this situation, just conduct the call and add comments as needed to the new ticket. You can then merge the new ticket with the existing ticket.
For information about merging tickets, see Merging tickets.