Returning callback requests (Talk Professional and Enterprise)

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10 Comments

  • Julie Jenkins

    What is the best practice to handle tickets that were created by the callback option but our agents have not been able to reach the customer?  Do they auto-close after a period of time or is there a recommended way to handle them?  Really don't want to keep them open for an extended period of time   

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  • Brandon Tidd
    Community Moderator

    Hi Julie Jenkins -

    The callback option is a (relatively) new feature for Zendesk, so I don't know if there is a defined best practice, per say.  That said, what we do at our company is leave a voicemail or message with the front desk, note that as an internal note and solve-out the ticket.  If the caller does call back later we either consider it a net new ticket, or merge the tickets together to connect the conversation.  Hope this helps!

    Brandon

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  • Prasadi Gunawardana

    Hi,

    We are testing Zendesk Talk before we go live with the system. We have a problem at the moment with the callback feature. The steps up to receiving "Returning callback requests" call works fine. But after clicking the 'call' button, the call drops within a few seconds. And nothing happens on the customer end as well. What could be the problem?

    Prasadi

    0
  • Brandon Tidd
    Community Moderator

    Hi Prasadi 

    Sorry to hear you're having trouble!  Are you able to make and receive calls otherwise?
    You may want to double check your browser settings.  Looking forward to your thoughts!

    Brandon

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  • Prasadi Gunawardana

    Hi Brandon Tidd,

    Other calls (both inbound and outbound) are working fine. We see the problem only with callback calls.

    regards,

    Prasadi.

    0
  • Gail L
    Zendesk Community Team

    HI Prasadi,

    This sounds like something where some specific examples are needed. A ticket is being created for you and our support team will follow up there.

    0
  • Miles Dunn

    We will have users request a call back right before our queues close for the night, it creates an awkward situation where the call back request will sit in the queue until 10 hours later the following morning. When our agents log in the first thing the system does is call back the request, which can be very early in the morning for them or they already self-served. 

    Is there a way to clear the call back queue each night so they don't carry over to the next morning? 

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  • Brandon Tidd
    Community Moderator

    Hi Miles Dunn - This shouldn't be the case.  Can you confirm whether you have a schedule setup with your business hours and that you've applied that schedule to your talk number? 

    By default, callback requests expire after 2 hours, so I'm very curious as to how the system is holding these calls overnight.

    Brandon

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  • Ivan Morales

    Hello Brandon

    does the callback request expire after 2 hours? or 1 hour? I have a requirement to increase the time more that 60 minutes, I have tested and confirmed is 60 minutes but if you know how to increase please let me know.

    Thanks

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  • Brandon Tidd
    Community Moderator

    Hey Ivan Morales - 

    Unfortunately, I am not aware of extending the callback request time beyond 60 minutes defined by Zendesk at this time.  That said, expired callback requests do create tickets that you can set an SLA against to ensure a callback within a predetermined amount of time. The only difference would be your agent would be responsible for proactively dialing out opposed to being served the calls but the customer experience would be the same.  Hope this helps!

    Brandon

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