Giving agents access to Talk

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11 Comments

  • The role dropdown can only be selected by the administrator.

    How do I change to a team leader or agent?

     

    0
  • Glynnis Varrie

    I cannot access enable the talk functio

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  • Rob Stack
    Zendesk Documentation Team

    Hi BONAVENTURAカスタマーサポート_高橋 and Glynnis Varrie

    You must be an account owner or administrator to access Admin Center.

    They can give you access to Talk or they could potentially make you an admin meaning you could do it. Hope this helps.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Glynnis Varrie, are your Zendesk permissions Admin or Account owner? You'll need one of those to enable Talk access. If you don't have those permissions, you'll need to ask someone who does to help you. Thanks!

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  • LaReine Pia

    I am trying to get our calls routed to one specific person first, and if the call is not answered after 2 minutes we have the call to be routed to another person. Is this possible? We do not want it to be a round-robin type of call distribution for any agent on-line. 

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  • Brandon Tidd
    Community Moderator

    Hi @... -

    Enterprise Talk allows you to set the call offering time limit up to 2 minutes.  Outside of that, you could theoretically put Agent 1 in four different groups (Call Group A, B, C, D) and Agent 2 in four different groups (Call Group E, F, G, H).  From there, you could use Group Routing to sequentially offer the call to Agent 2 four times and then Agent 2 four times.  Please note that this is not a 'supported' workflow, but it should get you to the desired result.

    Brandon Tidd
    729 Solutions

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  • Tim Pelzer

    Hey Zendeskteam, 

    iam not sure if this is the right way to ask

    we are facing the issue for some User that permissions to Talk (Agent) get lost in the Admincenter for unclear reason. 

    That means the Talkfunktion is not given for the Agent anymore and have to setup again manually in the Admincenter. It happen just to 4 Users out off ~40 in not regulary intvals. 

    iam pretty sure we are not running out off licences but may there is a Overview showing me available/in use licences.

    thanks for your Help

    1
  • Brandon Tidd
    Community Moderator

    Hi @... - 

    Sorry to hear you're having trouble - have you tried checking the Audit Log for any changes?

    Brandon

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  • Strahinja

    Hi,

    I don't see "Save" button after I make changes.

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  • Abed Islam

    I just submitted a support ticket for this. My agents and I no longer have the Talk icons in the Support suite and this is not the first time this has happened. Previously we just reconfigured everything, logged out, cleared cache & cookies, and it showed up eventually. This time I'm not going through that effort, the agents all have either Team Lead or Agent roles and noone has Talk options available in Support. Not sure if something changed recently.

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  • Nichole Harrop

    Is there a way to enable talk as an Admin? I need to be able to take or make calls while also having the Admin access on our Zendesk account. 

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