Routing Zendesk Talk calls to multiple agents at the same time

99 Comments

  • Adam Gerson
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    As many people have said this is a deal breaker for us. We will be moving to another solution. 

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  • Daniel Love
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    deal breaker for me. I can't believe this isn't a feature. It seems as with most of Zendesk products the most basic customisation options are not available. 

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  • Jonathan Kam
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    Have you ever try other tools that have an integration on Zendesk to receive calls ? It was deal breaker for us too until we found SnapCall (maybe there is others ...). We’re using it for inbound calls and it works pretty well. When we receive a call, it is routing to all our Zendesk agents available at the same time. When we installed the solution, this feature was not available directly from the dashboard but if you contact their support they do it instantly.

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  • Zeb Stiles
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    This was also a dealbreaker for our team.  I really like Zendesk and we have been using for something like 6 years now.  We can't move to Talk without the option to ring multiple agents at the same time.

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  • Flavio Lira
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    Just found out about the lack of this absolutely basic feature. Such a disappointment.

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  • Renee
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    Has Zendesk come up with a solution for this yet?

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  • Shaun Ferry
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    multiple agents ringing simultaneously is essential and basic functionality for almost all in-house phone systems. ...we can't move fully to talk without this.

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  • Krzysztof Klimek
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    I agree.

     Can Zendesk apply the same rules as for the live chat - broadcast and assigned and everyone will be happy.

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  • Mattias Gillsten
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    Could someone from the Zendesk team provide an update on this issue?

    We work with several smaller teams of 2-3 agents, and we need a way for them to take calls without waiting in case one agent is busy. 30 seconds is enough for us to start losing calls.

    The round-robin system might fit most of your customers, but I don't see why that would prevent adding options for customer with different business models. 

    We were planning to switch over to Zendesk Talk but unless there is a way this feature will be added or there is workaround that will not be a possibility. 

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