This topic contains resources for setting up and using Zendesk Talk, including documentation, videos, and community tips.
Tip: If you want to learn more about communicating with your customers by phone, check out the Zendesk Talk Agent Essentials training course.
Documentation
Setup and overview
- Getting started with Zendesk Talk
- Getting Started with Zendesk Talk: Best practices for phone support
- Enabling Zendesk Talk and configuring general settings
- Adding Zendesk Talk numbers
- Managing Zendesk Talk numbers
- Managing outgoing greetings
- Analyzing call activity with the Team Talk dashboard
- Analyzing call activity with the Professional Talk dashboard
- Determining which agents can use Zendesk Talk (Team, Professional, and Enterprise Talk)
- Routing incoming calls to groups of agents (Team, Professional, and Enterprise Talk)
- Using multiple schedules for Zendesk Talk (Professional and Enterprise Talk)
- Routing incoming calls with IVR (Professional and Enterprise Talk)
- Analyzing Zendesk Talk data with Insights (Professional and Enterprise Talk)
- Zendesk Talk usage credit discount
Professional and Enterprise Talk
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Comments
4 comments
Hi, if I mark a voice ticket as solved once I finish a call, with no written comment to the customer, is the call being answered treated as the first response for reporting purposes?
Thanks!
Hi Emma,
Whether or not the ticket is solved right away or left open, the first reply time will show the number of minutes the call took. This is because the First Reply Time is determined by the first public response by the agent after the ticket was created. In the case of voice tickets, the ticket is created when the call comes . The first public reply by the agent will be the call details that are added to the ticket once the call is complete. So the first reply time is satisfied when the call ends and the details are added. So for reporting purposes the first reply time will be the amount of time the call took. I hope that helps! Let us know if you have any further questions.
Thanks Christopher! How about voicemail tickets? If I mark a voicemail ticket as solved with no response, does this count against my first reply time? I assume a phone call back on the ticket is counted as a response...
Thank you!
Hello Emma,
No problem at all! Voicemail tickets do not have a first reply time if solved out. You are correct, should you call the customer back or make a public comment, that would satisfy the requirements for first reply time. But solving a voicemail straight away would result in a "null" value for reporting purposes.
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