| Announced on | Rollout starts | Rollout ends |
| November 29, 2023 | November 29, 2023 | December 6, 2023 |
Zendesk is excited to introduce IVR (phone tree) keypress tagging for Talk customers using omnichannel routing.
What is changing?
Zendesk Talk has long supported IVR phone trees. Until now, the only action available on key presses was to assign a group.
For accounts using omnichannel routing, this enhancement makes it possible to add tags to the Support tickets created for calls based on any keys pressed by the caller. The tags that are added to the call tickets can be used to influence call routing via triggers, to generate keypress reports in Explore, and to provide agents with more context about the call they're handling.
Use the Talk IVR settings to configure tags for key presses within the phone tree. For more information, see Routing incoming calls with IVR.
Why is Zendesk making this change?
Zendesk is continuously trying to improve the experience for Talk accounts using omnichannel routing. This change is intended to address a key challenge our customers face in designing efficient and caller-friendly IVR menus. IVR keypress tagging provides greater flexibility to admins by allowing to totally customize the tags at every stage of the phone tree and then use any combination of the keypress tags to influence the ticket's routing group, skill, and priority via triggers.
Explore's reporting capabilities are designed to provide a deeper understanding of IVR performance and flow. Such insights enable admins to make more informed decisions about refining and enhancing their IVR paths and ultimately providing a more seamless and effective customer experience.
What do I need to do?
This enhancement is being rolled out automatically to all Professional and Enterprise accounts using Zendesk Talk and omnichannel routing. To begin using this functionality, you just need to edit your IVR settings.