I'll preface my post with we're so far content with Zendesk Talk but lacks some much desired and what I would feel necessary functionality to behave as a call center software. The price point compared to the features set to what we were previously paying is remarkable however, some restrictions almost made it impossible to be used. However, with some "workarounds" we were able to accomplish what we need for the most part but still highly restricted.
Our company provides software support to a wide range of clients with a promised response time for Critical and High severity issues of 15 minutes. One of the largest issues we noticed is the round-robin functionality is a one shot opportunity before the client is abandoned in voicemail. Something our CEO and Presidents won't accept.
During the sales phase of Zendesk Talk, earlier this year, I was informed that an option would be provided "soon" that would allow you to forward to another number rather than routing to voicemail.
With all of that said, here are my comments and questions:.
1. Do we have an ETA for the forward to number vs routing to voicemail to be enabled? I feel this would eliminate a majority of our issues/restrictions.
2. Ability to configure a re-circulation value for round robin. If no one answers during the first round robin attempt, retry x times and then fall to the "voicemail" logic.
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