Transfer Calls to Away agent

3 Comments

  • Kasper B. Christensen
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    I suggested this in the Announcement of the Away state as well, so I strongly agree, that this is needed. We feel like this is very basic functionality, that without a doubt should be avaliable.

    1
  • Amedeo Juarez
    Comment actions Permalink

    Any other work arounds? My campaign is using ZenDesk Talk, and we're looking into options regarding transferring customers to a specific group or person. Currently, as stated above, we cannot transfer unless the other person is in Available and once they're available they will get the next customer calling in or the transfer. There's no way to differentiate.

    0
  • Amber R
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    Our team would really benefit from this ability as well! Right now we have to take our Team Leads out of support and then go online to take an escalation without getting another call. In this process we lose any open tickets from support and then have to go find and reassign them after the call. Another option is Barge, which allows agents to be on a call without being online but the original agent on the call can not hang up without terminating the whole call.

    0

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