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Making outbound calls



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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36 comments

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Emily!

So the phone number record is saved to the user (requester) profile and is not visualized on the ticket.  So if you're on an email ticket, and the user has an E164 formatted phone number associated with them (+12025551234), you should be able to switch the channel to 'Call' from public reply and continue the conversation.  Hope this helps!

Brandon

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Denis Oskolkov

Zendesk Luminary

I believe a feature to prevent accidental dialing would greatly enhance the user experience. Perhaps a confirmation prompt could be implemented before initiating a call when 'Call' is selected. Alternatively, Zendesk could configure the dialer to open without initiating the call when 'Call' is clicked and a phone number is on record. The call would then only start when the 'Call' button is manually pressed.

Looking forward to hearing thoughts on this from the Zendesk team and the community.


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Shawna James

Community Product Feedback Specialist

Hey Denis thank you for taking the time to provide us with your feedback. For future reference I want to point you in the direction of our product feedback forum for Talk, where you an input such feature requests. This forum is the best place to put your thoughts on the product and areas you wish to to it improved, thanks so much!

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The call button option has disappeared from my zendesk so I can't place an outbound call to the customer. my talk permission is set to agent. Any idea how to resolves this?

 

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Widson Reis

Zendesk Product Manager

Hi Elizabeth Churchill 

Please check in the Admin settings if you have Talk enabled and at least one phone number enabled for outbound calls. If that doesn't solve your problem, please contact Support.

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Any update on when Outbound calling will be bought to the Mobile Support applications across iOS and Android? Even if its though Agent Callback/Connect?

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