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Routing Zendesk Talk calls to multiple agents at the same time
Answered
Posted Jan 04, 2017
We need the ability to have calls routed to all available agents when they arrive, not just one person that is available. This is due to the fact we don't want customers waiting for an agent to accept or decline a call before bouncing to the next agent to decide the same thing. If the call was notified to all available agents, then the call would be answered much quicker and improve the customers experience of the system.
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141
141 comments
Official
Joey Barrett
Update for 2022
Hi All,
The current strategy for our Talk Product's call routing is to integrate Voice seamlessly into our Omnichannel routing engine. This will not give customers the 'Hunt Group' functionality.
If you require hunt group functionality, there are a list of partners that might offer this. Our Marketplace can be searched using this link .
-- previous reply --
Hello,
Thanks for the feedback!
This functionality is not in our roadmap at the moment. It is in our backlog for future consideration.
Thanks
Product Team
0
慎二 神山
I also need this function on zendesk talk right away!
Thank you.
0
Zeb Stiles
Posting here... again, years later. We love Zendesk and would LOVE to use TALK too! I have too many outside integrations to worry about as it is & I hate my current VOIP solution. Please make this (seemingly small) adjustment Zendesk. I am a customer of nearly 10 years! Combine our continued usage with all the other customers on this thread... Maybe you can do an analysis on how much this one feature could bring to you.
Happy Holidays!
1
Robert Hoare
@Nicole Butcaris @Tours we were also massively frustrated by Zendesk Talk and so moved to Aircall. It integrates directly with Zendesk and has simultaneous routing (So can ring to all agents). Since moving 3 years ago, Aircall have launched regularly updates & features. We have been very happy with them.
1
Josh
This is needed. Nobody wants to go to another provider for this
2
Patrick Stark
I dont understand how this isnt a feature or being considered. being able to ring multiple agents simultaneously is a must for us
1
Ben
Appreciate the update, Joey Barrett, even though it's still far from what we were hoping for. Is simultaneous/hunt group routing at least still "in the backlog for future consideration"?
1
Robert Hoare
@Xexec Support @Zeb Stiles we were also really frustrated by Zendesk Talk and so moved to Aircall. It integrates directly with Zendesk and has simultaneous routing (So can ring to all agents). Since moving 3 years ago, Aircall have launched regularly updates & features. We have been very happy with them.
1
Tom Morris
Thanks for the feedback Joey Barrett
My old employer had a product strategy of not listening to customer requirements too.
It's a pity they're no longer around as they made some great products - even if people didn't want to use them.
1
Official
Joey Barrett
Update for 2022
Hi All,
The current strategy for our Talk Product's call routing is to integrate Voice seamlessly into our Omnichannel routing engine. This will not give customers the 'Hunt Group' functionality.
If you require hunt group functionality, there are a list of partners that might offer this. Our Marketplace can be searched using this link .
-- previous reply --
Hello,
Thanks for the feedback!
This functionality is not in our roadmap at the moment. It is in our backlog for future consideration.
Thanks
Product Team
0
Robert Hoare
@jennifer we were also massively frustrated by Zendesk Talk and so moved to Aircall. It integrates directly with Zendesk and has simultaneous routing (So can ring to all agents). Since moving 3 years ago, Aircall have launched regularly updates & features. We have been very happy with them.
3
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