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Troubleshooting: Issues with Zendesk Talk



Edited Sep 13, 2024


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28 comments

None of these steps worked

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Hi Jennifer, I see you chatted with one of our support agents today – were you able to try their suggestions?

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I tried them but they didn't work and then I guess he gave up

 

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Thanks Jennifer, sorry those suggestions didn't work -- I don't see a response from you in the ticket, so I don't think he was aware the suggestions didn't work. I've asked him to follow up with you 👍️

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the scenario is, one of my customer called with the number 04*******93 and i saved the number with name Blake, but when another student calls i still get the same number as a caller but the person is different. How can i fix it ?

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Dion

Zendesk Customer Care

Hi Rishab,

You may need to check if the number is also associated with another user's profile or if it is a duplicate account. If the number is associated with another profile then remove that number, however, if this is a duplicate account then you may merge it with the correct profile so that they will be identified correctly the next time that they call.

Please see this article for more information: Why are some users not correctly identified when they call in?

Regards,

Dion
 

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Hello, when we are attempting to make outbound phone calls we do not hearing the ringing sound in our head sets and the call drops after a few seconds. Anyway to help?

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I have attempted to call my personal phone. When I answer my cell phone, the call drops. 

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Neil Weldon

Zendesk Product Manager

Richard Murillo I have created a support ticket for you. That's the best way forward to support you in resolving your issues. 

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Hello, the talk widget randomly disappears for me when using ZD. What I mean by that is that the widget icon in zendesk vanishes and I can't change my status from online to offline and vice versa. I don't have admin permissions so I can't change my status through this interface: admin/channels/talk_and_email/talk

Sometimes the widget disappears during the call, at this very moment the call is dropped. The same happens on a number of browsers, so far tried Chrome, Brave, Firefox, Safari. Clearing cookies/cache or disabling add-ons doesn't resolve the issue. Re-logging to ZD helps temporarily, but then the issue recurs.

This doesn't happen to any other team members, our ZD admin says that the talk permissions are set correctly. Perhaps the issue is related to my ZD user account but not sure how to address that.

A workaround I found is to open another instance of ZD in the same browser and keep both open. The widget disappears in one of those instances only. But, this solution doesn't work each time. Sometimes, the widget disappears from all of the instances, even if I keep opening new ones (more than 2).

Would be great if someone helped troubleshoot this issue. Thanks.

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Dane

Zendesk Engineering

Jakub,

Due to the nature of your concern, it will be better if you contact support directly to help you with troubleshooting. 

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Hi. So I've been trying zendesk on my new laptop for work and every time a customer is calling, my line is always cutting out. My customer can not understand me because it keeps on breaking up. I have tried the Twilio network test and the laptop passed all of it. I also checked my internet connection and it is above 100 mpbs. Can you help me with this? I don't know what else to do. I bought this laptop for work and now it seems that I can not use it.

 

I really hope someone would answer me.  

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Audrey Ann Cipriano

Zendesk Customer Care

gab bz Hi! I'm sorry you're experiencing this! Let me raise a ticket for you so we can investigate this further. You should receive an email shortly!

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Hello - I am having the same issue as Jakub  reported. Does anyone know the solution to the Talk icon not appearing in Zendesk Support? We can not change to be available. All our settings and permissions appear to be correct in Admin. Thank you.

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Gabriel

Zendesk Customer Care

Hi Sarah!

Usually when customers can’t see their Phone icon is because their role is settled as an Administrator in Talk. Talk roles work a bit differently than the other products. Admins can manage all Talk settings, but they are excluded from making and receiving calls (this role is more focused on managing permissions). In order to be an Admin and have the ability to make and receive calls, your role needs to be set as "Team Leader". All are described here, along with the instructions on how to change the role: https://support.zendesk.com/hc/en-us/articles/4408882966170-Giving-agents-access-to-Talk

If this doesn't help, please feel free to reach out to the support team via this: https://support.zendesk.com/hc/en-us/articles/4408843597850 

I hope this helps!

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Hello Zendesk support,

I am not able to use many of the features like Views option, Home option, transfer calls, call back, new ticket tab not opening when accepting calls etc. I am using Zendesk from India and my ISP is Jio. ISP says the website is whitelisted and has no issues from their end.

I am really struggling with my office work and need support. When using a vpn everything works fine.

Had a chat with chat support using VPN but wasn't able to provide a solution and asked to check with ISP.

Also chat support option doesn't work without vpn. 

Need Solution ASAP

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Afan M

 

I went ahead & created a ticket on your behalf to continue looking into this issue. Please keep an eye out for our email so we can continue the troubleshooting on your setup. 

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Hi Zendesk Support,

A number of my team members have been having missed calls. They've reported that the phone does not even ring, but the phone icon will pop up, showing a missed call.  We've tried the twilio test and other troubleshooting recommendations but haven't had any luck. Some agents have 7/8 missed calls a day

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Paige! 

I've created a ticket on your behalf so can troubleshoot this. Please keep an eye out for our email.

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We're having the same issues as Paige. Was a solution found?

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Hello - my team is experiencing this:

Issue: call notification will work which prompts the agent to accept the call, only to realize they cannot hear the customer, nor can the customer hear the agent. The ticket recording will have the voice of the customer and not the agent.

When it occurs: at any point. It would be working during their shift, and then the next call will have the issue

HELP: why does this occur and how do we fix this without having to clear the web browser cache and restart the computer?

Thank you for your help!

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Hello Meredith,

Issues with Talk are usually related to network issues. A very common trend particularly in remote or office connections. I suggest for you to check with your Network administrator or IT Team if your network settings is all set up for Talk. Please refer to our docs listed for more details on setting these up to allow calls
 
https://support.zendesk.com/hc/en-us/articles/4408831417498-Talk-network-requirements
https://support.zendesk.com/hc/en-us/articles/4408823796890-Setting-up-your-browser-or-phone-for-calls
https://support.zendesk.com/hc/en-us/articles/4408842860186-Configuring-your-firewall-for-use-with-Zendesk

If the issue still persist, please feel free to open a ticket via messaging channel from your Zendesk instance. 

Regards,

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We've had reports of sporadic issues where the dialer stops working, and the only solution is to close the browser and restart. Is this a known issue? Are there any other suggestions for how to prevent it from happening, as it is disruptive to our agents workflow when it happens.

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none of these steps work!!!…

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I cannot find anything related to dropped calls in Sell exactly at the 5 minute mark?

 

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Hello,

* Tried the contact us, it takes me to a recording, no option to speak to anyone
*I tried the text feature, no one has reached out after 3 days
*Calls are dropping after exactly 5 minutes, we don't know why
*No support articals related to this issue
*Asked for my Account Rep, no one knows who this is
*We are losing valuble time as a start-up, because we cannot stay on the line past 5 minutes.

– Permissions are accurate
– Paid licences
– Internet speeds have been verified
– We didn't have this issue 2 weeks ago
_  We have made thousands of calls prior to this with no issues


I'm begging for support, so we can run our business.  

Thanks,

Dave
702-956-1869
David.clinton@roadflex.com

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Christine

Zendesk Engineering

Hi Paul,
 
As basic troubleshooting, you can ask the affected users to try to Clear your browser's cache & cookies. When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.
 
You can also run the Twilio network test to ensure ports are open, speed is adequate, and that you're connecting to the right endpoint. Since issues with Talk are usually related to network issues, we highly recommend performing the steps suggested here: How can I troubleshoot Talk issues? to isolate the problem.
 
If you continue to experience the issue after performing the recommended troubleshooting steps, kindly raise a support ticket with us and provide ticket/call samples so we can look into the issue more.
 
Thanks,
Christine

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We just enabled Talk. It is taking almost a full minute from the time the greeting ends until the phone rings in Zendesk. Why does it take so long to show up/ring in Zendesk? Is there a way to fix it?

Nicole

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