Set the default number based by the Group

We don't use an IVR and rather have lines that call through to our groups. Due to this is means for example with our Spanish teams we have about 10 different phone numbers. When outbound calling this defaults to the first available number for the Brand. Rather than the group being called from.

Having this switched so the available number is both for the Brand and the Group would allow Players to simply be able to return to the call and create an easier user experience.

At the moment I'm aware there is a workaround by clicking Call and Enter a Number in the ticket itself, though it'd be ideal to have this default and through the dialer.

Official comment

Martin Holmes

June 30, 2021 08:39

Zendesk Product Manager

[UPDATE - 1/2023] - It is on the product backlog, we are constantly evaluating the items, unfortunately it has not made into the roadmap at the moment. We will update if the situation changes.

Hi Oliver,

Thanks for the feedback, this is a common request we hear and it is logged in our product backlog. Unfortunately though it is not prioritised on our short-term roadmap.

Thanks,

Martin

Annette Hamm

January 23, 2023 14:29

Any news on that?

Thanks,

Annette

Set the default number based by the Group

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