Question
Why did I receive a voicemail when Voicemail is disabled on my account?
Answer
If you disabled voicemail on your account but received a voicemail ticket, this is usually an indicator that an end user who called your Talk number encountered an error.
Rather than having your end user experience a dropped call and having to call back, sending them to the back of the call queue, the call is routed to voicemail.
For information about disabling voicemail, see Can I disable Voicemail for Zendesk Talk?.
1 Comments
As a customer who has opted against voicemail -- I'd much rather a customer get disconnected thinking their call dropped than create a message through an unsupported channel. We don't monitor voicemails, have them turned off, and recently had this occur in my account. I'm lucky I happen to spot them otherwise these customers would have been in the abyss for an unknown amount of time.
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