[Feature Request] Menu option in IVR to mark a call as High Priority
AnsweredWe have a set of criteria for users to mark tickets as High Priority and want to set up automation to direct those high priority tickets to agents, even after hours. However, no such behaviour seems to exist in the Talk function.
Is there a way to create an IVR option (or something else) that will allow users that call in to mark their call as High Priority?
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Hi @...
The way I would go about it is to have more than one phone number in Talk. In your normal number you have your IVR and if what the customer chooses leads to high priority, then route the call to the second number you have in your Zendesk. That number you can mark to always call regardless of schedule and time of day.
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Thanks Carsten,
That's very helpful. Much appreciated!
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