Talk Greetings page is getting a makeover

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11 Comments

  • Gio Cakra
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    Nice

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  • Francis Engbert
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    In the last screen shot, under Greeting recording, it says, "Upload an MP3 file..." Are you removing support for WAV files?

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  • Caroline Kello
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    Hey Francis, 

    We're not removing support for WAV but MP3 is preferable so we wanted to highlight that in the UI, there's no restriction being made upon file upload. I'll make sure we cover this in the documentation. Thanks for pointing it out!  

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  • Oliver Tietze
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    What was the reason to ditch the "phone call" option - it could be the most hassle free in working "phone only" environments, especially with restricted rights to audio hardware ... 

    Oliver

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  • Caroline Kello
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    Hey Oliver, 

    There was a couple of reasons for ditching this (partly it was also a recommendation from our Operations team), but mostly a) it was a call that we were charging you for since it was a phone call, b) the quality wasn't great for these recorded greetings and b) there were a few points of failure that we were able to eliminate with replacing it. We're using the same microphone permissions that you need in order to answer/make phone calls in Talk so there shouldn't be any additional requirements as far as I'm aware.

    Thanks for reaching out and sharing your thoughts! Caroline 

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  • Beth Haberski
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    Why did you remove the phone call option for recordings? My talk is routed through to an office phone, not via browser, so how am I supposed to record anything using the "microphone permissions"?  If the result is the same type of audio file (MP3) why would the source of the audio matter?  

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  • Caroline Kello
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    Hi Beth, please see my reply to Oliver above.

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  • Oliver Tietze
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    Thanks for the explanation Caroline. Indeed, as Beth stated already, not every customer uses a Softphone environment (we would love to do, but the integration with most hardware lacks functionality). 

    So if, as also with us, the connection is made by office phones anyway, "microphone permissions" are a totally new issue rising. However, as far as I know, the permissions don't need Admin rights e.g. in Windows, but it could be a matter of "missing hardware" (like, Desktop PCs not having a microphone at all). 

    I can see that there might be disadvantages about the "record over phone" solutions, but maybe it's the bigger disadvantage to those customers who can use only this way easily ;-) Also, microphone quality is not automatically good (especially built-in mics in laptops often sound like your kids tin can-phones ;)))

    Let's see how the feedback turns out, however, I'm satisfied with the explanation and we'll figure out how to implement Zendesk Softphone properly.

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  • Caroline Kello
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    Appreciate the thorough reply, thanks for raising your use case! :) Absolutely interested in seeing more feedback around this and scenarios like yours, that we need to consider. 

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  • Craig
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    Is there a way I can download the greetings I've uploaded?

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  • Caroline Kello
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    Hey Craig, 

    Not from the UI, no. 

    Thanks, Caroline

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