Search for customers to call in Talk Dial Pad

10 Comments

  • Jessica Hopcraft
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    Hey Jason,

    The functionality is certainly there:

    The result appeared as I was entering the name. Sorry I can't help why yours doesn't work but hopefully you can look at what might be stopping it now? I agree that it's so handy! 

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  • Jason Rhodes
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    Hey Jessica,

    You are correct, and now all of a sudden it's working for me.

    Also, when you call a number via this manual method, does it create a ticket under the customer's name if they are already in your system?

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  • Jessica Hopcraft
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    I don't think it does, actually, which seems to almost defeat the purpose of assigning a number to a customer profile.

     

    Could someone from the Zendesk team confirm if this should be the case? 

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  • Jason Rhodes
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    It does if you make a call from an existing client profile or ticket, but if you dial it manually via the dial pad, it does not assign it to a client, which I agree is a feature gap.

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  • Neil Weldon
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    Hi Jason, 

    If you dial the number directly or dial based on searching for name through the call console a ticket will be created and will be associated with the user if the number is a direct line for that user. A direct line number is a unique identity for that user. 

    If the number is not a direct line against the user a new user will be created.  Hope that helps. 

    Regards, 

    Neil 

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  • Jason Rhodes
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    Hi Neil,

    Thanks for the update, I just went to look at a user and clicked on their number in their profile and it had this.

    "Enable as Direct Line"

    Is this not an automatic setting if you only have one number in the profile? I can imagine you'd need to set this manually if there was more than one number and you wanted one to be the direct line, but if there is just the one number, wouldn't it make sense to make this the direct line?

     

     

    Look forward to your reply.

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  • Neil Weldon
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    Hi Jason. 

    From late last year we started to default phone numbers, where possible, to being direct line. The announcement for this with some more details is here

    Thanks

    Neil

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  • Jason Rhodes
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    Neil,

    That links says I'm not able to view it. That's been happening for me a bit lately... any idea why?

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  • Neil Weldon
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    Can you try logging into support.zendesk.com and see how that works for you. If that does not work can you create a support ticket?

    Neil 

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  • Jason Rhodes
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    Neil,

    That's where I am logged into: https://support.zendesk.com/hc

    I can see all my tickets etc... 

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