Transferring calls

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  • Montie Steele

    hi, i'd love to source a creative solution to a Transfer to Group issue we're having. this issue is taking place between transferring from our subscription team to our gen support team. 

    1. customer calls in to subscription team with a gen support question
    2. sub team transfers call to the gen support phone group
    3. open inbound call ticket stays in the sub team view, which isn't great, as @... has posted about
    4. IF an agent picks up, the ticket transfers to the support group and that's great
    5. HOWEVER and this is where we are seeing a consistent problem - our gen support queues are super busy. so, what we see happening a lot of the time, is the customer ends up abandoning the call after waiting in queue for a little while, so the ticket never transfers to gen support. it returns to the sub team view as an open ticket, that now has a completed call appended to it. it's impossible to know when the ticket will finally update with the completed call, because it's dependent on when the customer abandons. I'm trying to find a creative solution for taking the burden of these tickets off the sub team? 
  • Misha Deo

    Hi. For our business, it is important that we can call conference with another party (3 way conversations) - eg. interpreters, carers etc.. Is there going to be some development on Talk to take into account this requirement?

    Thank you

  • Michelle Kastning

    Hi, We are having trouble transferring calls to people outside of Support but in Zendesk through Sell. Is there a way to transfer calls to those groups of people 

  • Adrian Bishop

    Why can't we consult when transferring to a group?

    1. We like to consult, it is polite and good etiquette.

    2. If they don't answer, call may be abandoned when we could potentially try someone else.

    This is poor functionality. 

  • Rob

    Is there going to be an option to 'cold transfer' added? Consulting is good, but if a customer needs to leave a message for a teammate who is not at their phone right now it's a weird process. You have to initiate transferring to the line, waiting for the voicemail to pick up, going back to the customer, and transferring them hopefully before the voicemail message starts recording. If we can just cold transfer that would be great.

    Also, the search for numbers function is slow and does not update quick enough. Example: A co-worker ends a call and marks themselves as available. I receive a call from a customer requesting to transfer to my co-worker. I cannot transfer right away because the system still shows them as 'away', and doesn't update for up to a few minutes. By that time another call has come in that the co-worker needs to take. Very frustrating.

  • Rob Stack
    Zendesk Documentation Team

    Hi Rob, I don't know of any current plans to add this functionality, but I encourage you to add this to our feedback page for voice. This gives the product team valuable feedback and allows other customers to vote for it. Thanks!

  • Dekbi
    Zendesk Customer Care
    Hi Atul,
    Transferring a call during an outbound conversation is possible. You just need to make sure that you have at least a Talk Team plan or higher for you to be able to transfer the calls.
    If you still need further assistance, you may raise a ticket using the steps in our documentation Contacting Zendesk Customer Support so we can assist you further.
    Have a great day!
  • Joshua Bentley

    Our transfer interface does not match the described process and screenshots. Here are a few examples:

    1. We have two Jane's on the team, but only one shows up when we type Jane in the search. We MUST type out the full name.
    2. When we need to transfer to a different group, we can start typing the name of the group and the name of the group appears, shows us how many agents are "online" (anything not Offline counts as "online" apparently), but we do not see any members of that group to transfer to.
    3. We are unable to do blind transfers to an individual. Our use case: We use Slack to notify each other when a call needs to get transferred so we don't have a need to do a warm transfer for every call. 

    Is there something in our settings that may be affecting this?

  • Lila Kingsley

    Can someone clarify the note at the bottom of the article about charges for transfers please? 

    Note: When you transfer a call, call charges continue to be applied to both the incoming call and the outgoing call.

    Is this only for warm transfers to external numbers and does it end when the agent clicks transfer?

  • Christine
    Zendesk Engineering
    Hi Lila,

    When a call comes in the inbound leg is charged, an outbound call is made to transfer and there is then another charge for the outbound call leg. There is double charging for the duration of the call.

    This also applies if you transfer the call to an external number, you will be charged for the duration of that call due to the call made through Zendesk and the caller ID that appears on the recipient originating from Zendesk Talk. It forwards by keeping 2 calls active, the one to Zendesk and the other to the third party.

    Hope this clarifies.
  • Lila Kingsley

    Christine thank you.  Just to be clear: 

    1) do you mean it applies to ALL transfers (i.e. internal to agent, internal to group, external number)

    2) when you say it is for the duration of the call, do you mean the double charge continues until the call ends even if the originating agent ends their leg before the call ends? 

  • Christine
    Zendesk Engineering
    Hi Lila,

    Correct. The charges applies to both internal (to agent and to group) and external transfer (external number).
    Yes, the charge for transfer calls (external) continue even after the transfer, the duration is still counted until the end of the call.
  • Amanda Gunn


    Is there any plans to have cold call transferring? We have situations where we need to transfer call to an agent who is not maybe available at that moment, but I would still like to transfer to that agent, and if they don't pick up then caller can leave a voicemail ticket, and that agent can pick up and listen to ticket later, but it won't let me transfer until agent picks up.

    I see someone above states about transferring them when voicemail kicks on but I am not getting voicemail to kick on when I am waiting during transfer - it rings to agent and then when agent doesn't pick up it comes "back to me" and user is on hold. Is there a setting we maybe don't have configured to get the voicemail option to start?

    Thank you,


  • Hiedi Kysther
    Zendesk Customer Care

    Hi Amanda Gunn

    We currently don't support cold transfer at the moment, but that's great feedback! I strongly suggest posting it as a Talk Feature Request here

    The only way you can do a cold transfer is if you are going to transfer the call to a Group. So if there are only a few agents that will be receiving the transferred call - then it may be best to create a separate group solely for that purpose. 

    I hope this helps! 

  • Lynn Voie

    We have a scenario where a single agent is a member of two separate groups--English and Spanish. They may not be available and we need to transfer a Spanish call to their VM. As they are the only agent in the Spanish group it is ok to hit VM in this situation. Though, if they are unavailable, no transfer sems possible.

    If we take the step of making the agent available through the Talk dashboard they are then also put into rotation for English calls to that group but, will never answer a call. This will skew their performace numbers and cause longer hold times for the English callers.

    I tried setting them to 'transfers only' and it fails every time. Is there something I am missing with this feature? 

    Is there any way to complete a transfer to an offline agent/group?

    Thanks ~Lynn

    As a caveat, we do not have enough Spanish callers to justify paying for another agent seat.

  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Lynn,

    You should be able to transfer to a group - even if no one is available for that group.  Another option is to take a message and then transfer the ticket at the conclusion of the call.

    The cleanest method, however, might be to use an IVR to route calls to the Spanish group.
    "Para español: presione el número ocho"


  • Jee

    Hi, I'd like to query on the call transfer to a group behaviour.

    Say there're 2 groups, group A & B. Group A receives a call that's meant for group B. Agents in group A transferred to group B which has available agents. Say for some reason, the available agents in group B didn't answer the call hence turn into missed call(s). Can we create a view that's specific to agents in group B for such missed calls so that they can perform callbacks for these missed calls assigned/transferred to group B?

  • iulian Ursu
    Zendesk Customer Care
    Hi Tan Jee Han,

    Thank you for your question.

    This would be possible. May I suggest you add a specific tag (i.e. group_B) in each Group B members profiles.

    Then, create a trigger to add another tag to all tickets that contain a unique identifier so the system will be able to identify them. For instance, if the subject line contains Missed calls, by adding the condition: Ticket > Subject text Contains the following string > Missed call and, in Actions: Ticket > Add tags missed_call. This trigger will add the tag missed_call to all tickets that contain Missed calls in the subject line.

    Please take a look at Creating triggers for automatic ticket updates and notifications where you can find useful information on how triggers work.

    Based on this, you can then go ahead and create a View accessible to Agents in Group B where you can add the following conditions:
    Status category Less than Solved
    Channel is Phone call (incoming)
    Tags Contain at least one of the following group_B missed_call

    This view will be accessible to all Group B members and it will contain all call tickets that are not solved and which contain the tags group_B missed_call

    Please refer to the article Creating views to build customized lists of tickets for further information on working with Views.

    I hope it helps.

    Should you have any questions or require specific assistance, please do not hesitate to create a support ticket using our Widget from any of the Zendesk pages in your account or by clicking Get help in your profile and we will be happy to assist you further.

  • Jesus Gonzalez

    Hi everyone! Quick question, can agents under one Group transfer to agents from another Group? Asking as we're running into this and not sure how or where to resolve. Thank you! 

  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Jesus,

    This should be possible, pending your role restrictions.

    If you're still experiencing trouble, screenshots or error messages can help the Community further troubleshoot the issue.




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