Hi all,

When using the quick call function from within an existing support ticket (enter a number) the outbound call record is saved in the ticket as if it was to the original ticket requester. This is true even when calling out to another number that corresponds to an existing user in zendesk.

In our company (tour operator), when we receive a call from a customer, it is usually regarding an urgent matter that should be handled very quickly. We usually have to quickly call out to different parties quickly to solve the problem. For example, a tour bus has broken down so we have to call many different bus supplier to quickly find a replacement available. Ideally, we would like to be able to call out from the original ticket so we can clearly see who we have contacted while trying to solve the issue. 

The concept I suppose would be similar to email side conversations however the key here is speed.

Currently our workaround is to anyway use this function and then add an internal comment that says who we spoke to. It would be ideal if when selecting call from the existing ticket, there were the possibility to select a user in our zendesk and then zendesk to clearly show this within the ticket call record as "To [user]" instead of always "To [requester]"

This is something we normally deal with many times on a daily basis and impacts all our customer service agents.

Many thanks,
Carl