Zendesk Talk Ring Control

Answered

11 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    [January 2024 update]:

    This item has been added to our roadmap for 2024 as part of a larger re-design of the call console. Stay tuned!

    ---------

    Hello Carsten - Proventic.dk,

    Thanks for you comment. This is not currently on the roadmap. We are always evaluating so let me note this request in our backlog again.  

    Thanks,

    Sean

  • Jupete Manitas
    Zendesk Customer Care

    Hi Derek,

    Thanks for writing in! I just want to confirm if you are referring to control the ringtone when a call comes in via the Talk console? Because if this is the case, when agents received a call they will hear a ring tone sound which you cannot change. This is also discussed here for your reference: Receiving incoming calls

    Thank you!

    0
  • Derek Preston

    Thanks Jupete,

    Correct, the Talk console. Even the ability to disable the incoming ring sound would be great for our agents as the pop-up notification is suffice. This is a feature on Aircall.io:

    https://help.aircall.io/en/articles/3819456-configuring-your-headset-in-aircall

    How can I go about submitting a feature request to Zendesk?

    Thanks!

    0
  • Jupete Manitas
    Zendesk Customer Care

    You are welcome, Derek! Feedback for Talk can be posted here Feedback on Talk. But I found a similar request already which you can upvote and this is the link Customize / Edit Ringtone for Incoming Calls and Keyboard Shortcuts for Voice.

    Thank you!

     

    0
  • Joey Barrett
    Zendesk Product Manager

    Hi Derek Preston,

    I have heard this request from some other customers. I have linked this request to another similar suggestion. When we look at ring tone / audio source selection (ability to have it ring in speakers while the call audio is in the headset) we will also look at having controls like you suggested.

    There is no agreed timeline for this to be implemented but when the time comes there will be an announcement on our release notes section.

    Thanks for the suggestion!

    0
  • Carsten - Proventic.dk

    Joey Barrett Any news on being able to get ringtone on computer speaker/base station and the call on a headset?

    1
  • IT afdelingen

    I find it concerning that it's not in the road map, as it has been reported by many others over time as quite a big issue, you really need to up the game on issues as this

    0
  • Joulianna Kwasnik

    Ringtone volume is 65% louder than my callers.  Please enable me to adjust ringtone volume

    This effecting my hearing and job effectiveness.  With every call I choose between continuing to destroy my hearing with the obnoxiously loud ring or not hearing each and every caller until I can adjust my volume settings resulting in awkward and time consuming moments of having the customer repeat themselves. 

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Joulianna,

    thank you for your Feedback on that and we are sorry to hear that this is causing issues for you.

    So far, there is no timeline on when a function like that to adjust the ringtone will be possible.
    0
  • Alexander H

    Hello, I reported the same problem through out the support chat, and received the same response, that I should come to search for help here.

    It is already really frustrating to know that all of you are aware of the issue but take part in doing nothing to better the product for the customers, The problem is simple and the answer simpler, just lower the volume of the ring tone, code it.
    If that is not possible just tell the people why is it not possible. not just that all of you will take note about it and that there is not date established to fix it or discuss.

    The problem has a solution within the reach of the customer. Now imagine a call-center that uses this service, 100+ people in an office with ear discomfort, if many have the same problem, maybe lowering the ring tone would be a good idea.

    1
  • Widson Reis
    Zendesk Product Manager

    Hi Alexander H

    We understand the importance of the issue and your frustration with it not being addressed. We have added it to our 2024 roadmap as part of a larger redesign of the call console. This redesign will include many other highly anticipated improvements to enhance the call console experience.

    Thanks for the feedback!

    0

Please sign in to leave a comment.

Powered by Zendesk