Enabling customer callback

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  • Greg Sanchez

    Hi! Is there a way to set up the call back feature, enabling the customer to request a certain time to be called back? Thank you!

  • Rob Stack
    Zendesk Documentation Team

    Hi Greg Sanchez, that's not currently possible in Talk, but it's a great idea. Would you consider posting this to our feedback forum at:


    This will bring it to the attention of the engineering team, allow other customers to vote for your suggestion and help Zendesk to prioritize which product features to include next. Thanks!

  • Arno (EMEA Partner)

    Questions about configuration and how callbacks work - based on testing: callback is only offered when there are free positions in queue AND atleast one agent is with "away" status (online is not required):

    • If queue is full, let's say 5 callers waiting, one more caller calls us, callback option is not offered?
    • If, even during open hours, we happen to have a moment, when no agents are online (all offline), callback option is not offered?
    • If we would like to offer callback after business hours, so we would have a ticket waiting in the morning, this would not be possible, as callback would not be offered outside business hours? Agents would be offline anyhow outside business hours, so routing calls "always" would not change this.

    Are these correctly understood?

  • annie.wu

    I agree with @.... We need a way to customize the callback options for the callback menu options below. This is a big issue for for us as we're a Canadian client who have locations in Quebec. We cannot use this feature for our French numbers because French-only speakers would not understand these options. Additionally, it would also not comply with the OQLF.

    We cannot customize this menu option as described by @.... I also checked with a Zendesk support rep, and they confirmed that this is a missing feature, so there is no work around for this.

    • Press 1 to request a callback on the number they've called in from
    • Press 2 to request a callback to a different number. The alternative number must be in E.164 format, i.e. [+ or 00][country code][subscriber number including area code]. If it's not in the correct format, the customer will be prompted to enter again.
    • Press 3 to return to the queue on hold
  • Chad Susa

    Hi All

    I’m trying to find an answer to the below but so far I can’t find anything.

    We want to have a toll free number (+61 1300 xxx xxx) to receive incoming calls in Zendesk. We also want to offer customers a callback option when calling the 1300 number.

    We know that outbound calls are not supported from 1300 numbers in Zendesk so we have created a standard local number (+61 3 xxxx xxxx) that has ‘allow outbound calls’ enabled and we have disabled the ‘allow outbound’ option on the 1300 number (no idea why we have the choice to ‘allow outbound calls’ on a toll free number at all - would have thought this would be greyed out).

    The issue is that when a customer calls the 1300 number and selects 2 for a callback, the callback is created in Zendesk and offered to an agent with the local (03) number as the outbound number, but when the agent accepts the callback and makes the call, the call is dropped after 2 secs - every time.

    So I guess the question is, can customers offer callbacks on Toll Free numbers, with another local number set as the outbound number?

    I also wonder what happens if there is a Toll Free number for incoming calls and callbacks enabled, but multiple local numbers for outbound - what number is selected for a callback - is there any logic to the selection?

    See this little loom for further detail - https://www.loom.com/share/1340310cea7d42729af06add02fbd1b8

  • Kel S.

    Is it possible to include a link on tickets for customers to request a callback? 

  • Larry Click

    I have an IVR so I understand that the callback greeting won't play (but why not?). If the callback greeting did play, we could give the options above. But because it doesn't play it pretty much sticks you with only calling back the number they called from without a very lengthy greeting to explain all the options. 

    Life would be easier if callers could select callback from the IVR and then have a greeting that explains the options. 

  • Andrew Chu

    hi all please let me know what's the default offering time of callback request? Is it the same as the call offering time limit placed to line number?

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Andrew, I see you have raised a ticket for this as well. I'm happy to know our team was able to test and answer your question, message us again if you have any other questions or concerns! Thank you so much Andrew!

    To others who might have the same question, the default offering time of callback request is 40seconds :) 

  • Jen Cole

    HI! I am testing out the IVR and I set it up with a custom greeting to press 1 to leave a VM, press 2 to request a callback and press 3 to receive a text response. I programmed the IVR for 1 as voicemail and 3 as text, but when I test it out and press "2", it kicks me back to the IVR greeting instead of switching me to the callback request feature. Am I doing something wrong? Thanks!

  • Dainne Lucena
    Zendesk Customer Care

    Hi Jen Cole,

    Happy to help with your question!

    Could you check the routes you have set up in the IVR, and if you have an optional greeting that is the same as the main menu greeting?
    To clarify, requesting a call back happens after you leave the IVR menu and are being routed to an agent. So unless you have group routing before requesting a callback you would encounter an issue since that counts as an invalid selection in the IVR. 

    So you should have a key press that routes to a group of agents, and on that key press they should have an optional greeting that tells the customer

    Press 1 (if enabled in their account) to leave a voicemail, or press 2 to request a call back which will keep your spot in the queue.

    Hope this helps!
  • Kevin Froleiks

    I'm building the IVR for our team and I cannot get the Callback greeting to play. Where can I add it so that customers hear the instruction to press 2? 

  • Cheeny Aban
    Zendesk Customer Care
    Hi Kevin, 

    I suggest that you initiate a conversation with us so a support agent can guide you in setting up callback 
  • Dan R.
    Community Moderator

    Is there any way to enter an extension when a user is requesting a callback? Most of our users are in large organizations and don't have their own direct lines, just extensions.


    Calling the main number often means we don't connect with the user that wanted the callback. 

  • Anne Ronalter
    Zendesk Customer Care
    Hello Dan,

    To add an extension to a user's phone number, append an x and the extension to the end of the phone number like so:
    • +14155551212x123 
    You can find more details about this topic in the following article:
    What are the accepted phone number formats for Talk? 


  • Dan R.
    Community Moderator

    Hey Anne,

    How would that work for IVR and web based callbacks in Talk? Are extensions possible there?


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