Returning callback requests (Talk Professional and Enterprise)

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2 Comments

  • 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

    0
  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    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!

    Brandon

    0

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