I see 'Callback request: Expired' in the events of my ticket, what does it mean?
When a customer requests a callback, a second Callback confirmation greeting is played to confirm their choice and the call is ended while keeping the customer in the queue.
If it is not actioned within 60 minutes of it being requested, it will be removed from the queue and a Zendesk Support ticket is created (with the status of "new") for the agent to action later. The events of the ticket will show 'Callback request: Expired' as shown below:
It is expected that if there is only one agent available to take the call, and they miss or decline; we expire it immediately. If there is more than one agent available to answer we will wait for 60 mins before expiring.
For more information on how the callback feature works, see Enabling customer callback (Talk Professional and Enterprise).