Giving agents access to Talk

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  • Lana

    How can I display a list for agent that enabled for talk?

  • Nicole S.
    Zendesk Community Team

    Hi Lana,

    This should be visible on the Talk dashboard: 

  • Chee Lee


    Is it possible to assign specific numbers to Groups or Agents?

    Thank you,


  • Devan - Community Manager
    Zendesk Community Team

    Hello Chee Lee,

    Call routing to agent groups is a feature you can set up and enable with Talk Team, Professional, and Enterprise. The following steps should get you up and running, and I've shared an article that goes into more on this process. 

    Routing incoming calls to groups of agents

    To route calls to specific groups

    1. Click the Admin icon () in the sidebar, then select Channels > Talk.

    2. Click the Numbers tab.

    3. Click the number you want to edit.

    4. Click the Routing tab.

    5. In the Group Routing section, select one or more groups to route calls to. If you don't enable a group, calls are routed to all available agents.

    6. If you chose more than one group, also choose a default group from the drop-down menu next to Default group. Calls are routed to the default group first if agents in that group are available. If no agents from any of the selected groups are available, resulting voicemails are also assigned to the default group.
    7. Click Save changes.

    Best regards. 


  • The role dropdown can only be selected by the administrator.

    How do I change to a team leader or agent?


  • Glynnis Varrie

    I cannot access enable the talk functio

  • Rob Stack
    Zendesk Documentation Team

    Hi BONAVENTURAカスタマーサポート_高橋 and Glynnis Varrie

    You must be an account owner or administrator to access Admin Center.

    They can give you access to Talk or they could potentially make you an admin meaning you could do it. Hope this helps.

  • Rob Stack
    Zendesk Documentation Team

    Hi Glynnis Varrie, are your Zendesk permissions Admin or Account owner? You'll need one of those to enable Talk access. If you don't have those permissions, you'll need to ask someone who does to help you. Thanks!

  • LaReine Pia

    I am trying to get our calls routed to one specific person first, and if the call is not answered after 2 minutes we have the call to be routed to another person. Is this possible? We do not want it to be a round-robin type of call distribution for any agent on-line. 

  • Brandon Tidd
    Community Moderator

    Hi LaReine Pia -

    Enterprise Talk allows you to set the call offering time limit up to 2 minutes.  Outside of that, you could theoretically put Agent 1 in four different groups (Call Group A, B, C, D) and Agent 2 in four different groups (Call Group E, F, G, H).  From there, you could use Group Routing to sequentially offer the call to Agent 2 four times and then Agent 2 four times.  Please note that this is not a 'supported' workflow, but it should get you to the desired result.

    Brandon Tidd
    729 Solutions


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