After you've enabled and configured Talk, you need to give your agents access. Admins can configure three levels of access for Talk agents, or disable access to Talk so that the agent cannot use it.
Managing access to Talk
Important: Support admins and agents with permission can manage Talk settings, including adding and deleting lines. To prevent an agent in a custom role from changing talk settings, remove the Can manage channels and extensions permission from their role or change their role to one that doesn't have that permission.
To manage access to Talk
- In Admin Center, click People in the sidebar, then select Team > Team members.
- On the People page, click the user you want to grant access to Talk. The
user you choose must have the User type of Staff member.Note: Currently, you can manage Talk access for one user at a time.
- In the users profile, under Role, click Manage in Admin
Zendesk Admin Center opens on the Roles and access tab.
- In the Talk section of the page, enable the Access checkbox. If
you don't enable this checkbox, the user cannot access Talk.Tip: By default, the checkbox is not selected and users won't have access to Talk.
- From the Role dropdown, choose one of the following Talk roles for this
agent. Choose from:
- Admin: An admin can manage all Talk settings found in Zendesk Support under Channels > Talk, but cannot make or receive calls.
- Team lead: A team lead is a Talk admin who can also make or receive calls.
- Agent: The agent will be the role you'll typically give. Agents can make or receive calls only.
The Talk Admin role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent.
- When you are finished, click Save.
The agent now has access to Talk with the permissions you configured.
The role dropdown can only be selected by the administrator.
How do I change to a team leader or agent?
I cannot access enable the talk functio
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.
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!
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.
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.
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
Hi @... -
Sorry to hear you're having trouble - have you tried checking the Audit Log for any changes?
I don't see "Save" button after I make changes.
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.
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.
In the Suite professional, Talk agents can also access the dashboard. Can we somehow disable this?
Hi Anton Verhelst -
You should be able to toggle this access from your user roles section.
The last toggle box under Analytics offers the ability to view the Talk dashboard.
Hope this helps!
Brandon Tidd There are no User roles in Suite professional. Any idea where we can remove acces there?
Ahh yes, apologies as it does appear that is an enterprise only feature.
My suggestion would be to post this as a suggestion as product feedback outlining your need to restrict agents from viewing the Talk dashboard.
It doesn't look like anyone answered Nichole Harrop. Can you explain why a Talk admin can't make or receive calls? I am an admin who does occasionally call customers. I guess for now I'll just toggle permissions but this just seems a bit odd. Thanks for your consideration on this!
Hi Nichole Harrop & Jeremy Watkin!
If you want to have Talk admin access while also being able to make or receive calls, set yourself as Team Leader – as the above article says:
Thank you for the clarity, @...! I think my natural inclination when managing my permissions was to just make myself an admin on everything. Glad you've taken the time to define what each of the levels means.
Hello! I can active using API endpoint?
Edivar aqui do time Premier.
Vejo que possui duvidas referente a configuraçao do Talk. Se possivel, poderia me enviar maiores detalhes sobre o que está buscando para que possa tentar ajuda-lo, por favor?
Com os melhores cumprimentos.
Olá Edivar Santos, tudo bem?
Gostaria de entender se consigo ativar/desativar o talk (e o chat também) via API, para automatizar a função com a integração do Support existente para o AD.
Hoje para que nossos agentes possam receber ligações e chats, é necessária essa configuração manual.
Edivar aqui do time de Suporte Premier.
Estou passando para saber se ainda necessita de assistência quanto a configuração do Talk.
Por favor entre em contato com maiores detalhes e então poderemos prosseguir com o caso.
Fico no seu aguardo. Com os melhores cumprimentos.
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