If your administrator has enabled callback from queue (see Allowing customers to request a callback), callback requests appear in the call console similar to incoming calls.
To take action on a callback request
- Click Call to return the call.
- Click Decline to move to the next call in the queue.
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.
Hey @... -
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!
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