You can make outbound calls from either your browser or your phone. Keep in mind that while you can initiate outbound calls using your own phone, the call will be passed to and made from the call console. You can make outbound calls regardless of whether your state is online, offline, away, or transfers only. You must be a Talk agent or team lead to make outbound calls.
This article contains the following topics:
Making an outbound call from the call console
When you make a call from the call console, the call details are added to a new ticket. If you use multiple lines, you can filter outbound calls to quickly find the specific outbound line you want to call from.
To make an outbound call from the call console
-
In Support, click the Call icon
(
) in the topbar. - In the call console, click the dial pad icon (
) to enter the phone number you want to
call.
The default number that will be used is displayed in the outbound call number drop-down (
). The default number is usually the
last one you used. If your browser cache has been cleared, the outgoing line
resets to the default number for the account. If you’ve set up brands, it doesn’t matter which brand is associated with the number.
Tip: A brand is a customer-facing identity, represented by a collection of contact points for your customers. These can include email, help center, messaging Web Widget, and social media. Brands are available in most versions of the Zendesk Suite and the Enterprise version of Support standalone. See Multibrand resources. - Choose a phone line to make the call.
You can use the default number displayed in the outbound call number drop-down or select another number from the drop-down.
If you call from multiple lines, you can filter the options by starting to type in the dropdown and then selecting the line you want from the filtered list. You can filter by name, number, or brand.
Finally, you can enter a phone number on the keypad or in the phone number field.
- When you're ready, click Call.
If you're using your own phone, Zendesk will call your number and then dial the requester after you pick up.
Making an outbound call from an existing ticket
When you make a call from a ticket, the call details are added to that ticket. An outbound call can be initiated from any ticket that isn’t closed, even if it was not created by an incoming call.
To make an outbound call from an existing ticket
- Open the ticket you want to use to call the requester.
- In the channel switcher menu of the message composer, click Call
<number> or Call Enter a number. Select the displayed
number or select Enter a number to manually enter a new number to
dial.
The call console opens. You can then edit the outgoing number or search for and change the outbound phone line. The country code of the number will automatically change to match the number you are calling. When you are ready, click Call to initiate the phone call.
More information about making outbound calls from a number in a ticket
The following list gives you more information about behavior when you make an outbound call from a phone number in a ticket:
- Zendesk always uses a line associated with the ticket brand,
usually the one called by the caller. If the line called by the caller is
not available or enabled for outbound calls (for example if it has been
deleted or disabled) or it no longer belongs to the ticket brand, Zendesk
uses the next available line of the same brand (the first line of the same
brand in the lines list).
If the brand has no available or enabled lines for outbound calls, Zendesk uses the first available line of any brand (the uppermost line in the lines pick-list).
If you disable a line, it will still be shown as available in the call console until you refresh your browser window.
- If the brand of the ticket has been updated and it's now different from the one called by the user, Zendesk uses the first available line of the new brand for the call.
More information about making a call from a ticket by entering a number
When you choose Enter a number from a ticket, the call console opens where you can configure details about the call. For more information, see Making an outbound call from the call console.
Making an outbound call from a user's profile
When you make a call from a user's profile, the call details are added to a new ticket.
To make an outbound call from a user's profile
- Open a user's profile.
- Click their number in the Phone field.
- In the drop-down list, select Call this number.
The call console opens and calls the selected number. The default number used is the last one used by the agent.