Ability to change default country code for outbound calls

28 Comments

  • Joelle Quinn
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    +1

    We're based in Australia and would love for this to default to Australia.

    5
  • Sebastiaan Wijchers
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    Same desire here!

    99.9% of our calls are to the Netherlands, now the agents have to remove the +1 for US and change it to +31 every time they make an outbound call. Very annoying, time consuming and very error-prone.

     

    3
  • Stephen Grace-Ware
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    Also want this. We're based in Australia and removing the +1 to replace with +61 is annoying. It also breaks if the customer did not enter a country code in their phone number and you click on it in Zendesk to dial (via drop down), Zendesk auto assigns a crazy country code and fails to dial.

    3
  • Aaron Wasserman
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    4 and a half years and no response is not very encouraging...

     

    What's the point of a forum if questions have to be asked using Tickets?

    3
  • Kevin Pollard
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    I'm looking for this feature too, to be able to set OR limit the country code our agents can call. Right now there is no default, and if they enter a US area code in it thinks that is the country code. So, all of our numbers have to start with 1. Dialing wrong numbers is a waste of time and money.

    2
  • Lyle de Groot
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    Hi

    I agree, please can we have this feature as it will save a lot of time with mis-dialled numbers in a very busy helpdesk! We need this function asap.

    2
  • Neil Weldon
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    Hi All,

    Thanks for the feedback and I understand the need and use case. We're discussing the best approach which can cover for those customers with numbers from one country and those customers who have numbers across many countries. 

    Thanks

    Neil 

    2
  • Daniel Hunt
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    this would be so helpful as every time we go to make a call we have to change the country code - PLEASE

    2
  • Aaron Wasserman
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    @ Zendesk - Did you ever add this feature? We only call US numbers and unless the phone number are added with a 1 at the start we get an error saying that international calls aren't allowed and the call doesn't go through.

    This is pretty ridiculous and it looks like this has been an know issue for 4 years...

    2
  • Victoria
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    Likewise.  UK based and this is an annoyance every time you go to make a call.  Has this been resolved?

    2
  • Camilla Cordes
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    A request, for an amazing feature, that would save time for every company, not based in US.
    Each time we need to do an Outbound call, we need to change the landcode before typing the phone number.

    It would be really amazing, if we could set our own default landcode, so that we would'nt need to change it each time.

    Im sure im not the only one this would benefit. ;) 

    2
  • admins
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    Update required. Important topic.

    2
  • Jason Rhodes
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    This is a very important request. We too are in Australia and having to remove the 1 and replace with 61 EVERY TIME is very unproductive. Surely you can add a setting in Zendesk where the default country code can be set. I large percentage of your users would be dialling numbers in their own country most of the time.

    Please attend to this.

    2
  • Itisjaguar
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    Hey guys, i created a fix for this, i hope this is not considered advertising
    it will let you set any country code and save it. enjoy :)

    Mods if i need to remove the link i understand. just let me know.

    https://chrome.google.com/webstore/detail/zendesk-default-country-c/edflaoigepchfcphkedgpjmjlbakenmm?hl=en-GB&gl=AU

    2
  • Wes Shank
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    Is there somewhere in the software that we can set the default country code? If not, would we need to reimport the customer information to get the +1 on accounts?

    1
  • Rachel Snare
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    Have there been any updates on this? We are a Peruvian business and all of our calls are within Peru. It's confusing and a pain to have to type the country code before every outbound call. However, 3 years have passed since the original request was posted, so I'm guessing that Zendesk has decided to not add this functionality? 

    1
  • Nicole Giraudi
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    New to ZD talk, but already know that the ability to chose a different contry code as default will make agents life muuuuch easier. any update on when this will be avialble.

    1
  • Duncan Ellis
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    +1 a clear time saver to be able to set default country code.

    1
  • Rachel Snare
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    Hi Nicole, 

    You mentioned that 'there are different requirements for those who make mostly domestic calls and those who will make a lot of international calls'. I just want to clarify that I think the majority of us requesting this feature also primarily make domestic calls within our respective countries. In fact, my business makes zero international calls. I of course understand the point you are trying to make. However, by labeling my domestic calls within my own country as 'international calls', you're indicating to me that Zendesk is going to continue focusing mainly on the US market and that those of us in other countries should look for a competing service with a more international point of view. Obviously the fact that this feature hasn't made it on to the product roadmap in 5 years is another an indication of that fact. 

    I hope you guys will reconsider because apart from this, we are generally happy with the service.

    1
  • James
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    Hi,

    We service mostly customers in Asia Pacific, so it would be great to be allowed to select from our desired country code, perhaps a dropdown list before the call is initiated.

    1
  • Nicole - Community Manager
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    Hey Aaron - 

    It's true that there was some mismanagement of this forum in the past, and many threads went un-responded to for years at a time. We're making some significant changes to our process and workflows to make using the Product Feedback forum a better experience for everyone. 

    I do read all of these posts and aggregate them for the Product Managers on a daily basis. We get a couple hundred new requests every week and can only prioritize about a dozen per sprint, sometimes fewer if there are any particularly large issues being dealt with at the time. 

    The CC's issue is being worked on, though it's very complex and involves some of the core code of the product, so it's taking a long time to sort out. 

    I'm sorry you're frustrated, but we're working hard to make things better. 

    1
  • Nicole - Community Manager
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    Hey Admins - 

    I haven't heard anything about this being developed, but I will check in with the relevant Product Manager to confirm. 

     

    0
  • Rachel Snare
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    Awesome, thank you! This is a huge help. I will have our team install this today. 

    0
  • Itisjaguar
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    Thanks rachel! glad to hear it helped someone :) 

    0
  • Aaron Wasserman
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    @James - Not even sure why Zendesk has this forum because the don't seem to take these requests seriously. I'm following another chain that's 9!!! years old and has over 350 votes and still they haven't added the feature: The ability to CC people on tickets through automation.

    The latest update from their staff basically reads: Great idea, we'd love to do that, we'll "look into that" and get back to you (i.e. we'll write you back in another 9 years).

    Take a look if you want: https://support.zendesk.com/hc/en-us/community/posts/203422496-Add-end-user-as-CC-via-Trigger-or-Automation

    The only reliable way to get answers from their team is to submit a ticket 

    ¯\_(ツ)_/¯

    0
  • Aaron Wasserman
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    @ Nicole - Thank you VERY much for your response to my grievances. I run a tech center myself so I know how we can get buried under requests/tickets but it was feeling very much like yelling down a black hole for a while there. Many thanks for working on this issue--it's going to make a lot of people happy to have it fixed one day :)

    0
  • Nicole - Community Manager
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    Hi all - 

    The call console should remember the country code for your most recent call after you make your first outbound call, in but it's indeed correct that it resets back to +1 (US) after you log out. The Talk team is still trying to determine the best way to solve this problem as there are different requirements for those who make mostly domestic calls and those who will make a lot of international calls. 

    So, there is no confirmed plan for what exactly the solution for this problem will be or when it will be available, but the product team is aware of the issue and are working on finding a solution.  I encourage folks to continue adding their votes to the original post and sharing detailed use-cases in the comments. 

    Thanks as always for your feedback and participation! 

    -1
  • Nicole - Community Manager
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    Hi Rachel - 

    Thank you for the feedback. The Talk product team is aware of the request and are considering the many different use cases, and they are actively seeking a solution to this problem. It may not look exactly like the solutions offered in this thread as it has to serve many different use cases, but this is certainly something they're looking into. 

     

    -1

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