Zendesk Talk: Tips from Zendesk customer service team Follow

Comments

5 comments

  • Avatar
    Matias Wulff

    Zendesk Talk will create a ticket for every call , even if a call dropped, the customer hung up, or you couldn’t hear the customer/they couldn’t hear you.

     

    This is not true, calls which is droped or unanswered is gone. Unless you go to Administration -> Talk -> History.

     

    Not that great.

  • Avatar
    Larry D

    @Matias Wulff

    This is true. Dropped calls by default create a ticket. There's an option to disable it as well which may be the case for your setup.

    Take a look at Admin -> Talk -> Numbers and edit your main number.

    You'll see the option "Create ticket for abandoned calls?" (screenshot below)

    Just turn that back on.

  • Avatar
    Matias Wulff

    Hey @Larry D

    This option is non existent.



  • Avatar
    Larry D

    @Matias Wulff

    Hmm. Sorry for the confusion. It's likely the result of your package I guess. I took a look at the feature comparison page and it appears that Ticket logging for abandoned calls is only part of the "Advanced" package: https://www.zendesk.com/talk/compare/#compare

  • Avatar
    Nicole Relyea (Edited )

    Hey Matias - 

    Larry is correct, this functionality is something that is only available on the Advanced package, and it looks like you are not currently on that plan. So unfortunately that's not a solution for you unless you're interested in upgrading, but the good news is it's out there if that functionality is something you really need. 

    Larry, thanks for jumping in and helping Matias out!

Please sign in to leave a comment.

Powered by Zendesk