Can I switch off inbound calls and only have my agents making outbound calls?
No, Zendesk doesn't offer the option to disable inbound calls. However, there are some workarounds to achieve this workflow:
- In Talk, create a custom IVR to have no voicemails by leaving the configure route options blank. Record a greeting that explains that you are not accepting calls at this time and an appropriate way to get in contact with your support team. The customer hears the recording three times, and the call ends.
Note: Disable the option for abandoned calls to create tickets to prevent tickets from being created for these calls.
- In Support, add a holiday each year that covers the full year. Holidays can only be scheduled two years in advance which means you need continuous maintenance. With this schedule, route calls based on business hours in Zendesk, and the calls go automatically to voicemail.