At current, there is no method to post an alert regarding an incoming call to an external system. The only capability is once the call has been answered and the ticket has been generated.
The capability to trigger an action, specifically to notify a target of an incoming call.
Most sales agents are NOT sitting in-front of a computer. We have routed our entire call system into Zendesk, and there is no method to identify that the forwarded incoming call is from ZENDESK. It could be a customer, and it cannot be prioritized. This is literally costing us sales.
Implement an event for when a call is in IVR. As soon as it enters IVR, the event can trigger an action to notify target
Suggested Priority: HIGH 8/10 (costing your customers sales)
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