Routing Zendesk Talk calls to multiple agents at the same time
AnsweredWe need the ability to have calls routed to all available agents when they arrive, not just one person that is available. This is due to the fact we don't want customers waiting for an agent to accept or decline a call before bouncing to the next agent to decide the same thing. If the call was notified to all available agents, then the call would be answered much quicker and improve the customers experience of the system.
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As many people have said this is a deal breaker for us. We will be moving to another solution.
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deal breaker for me. I can't believe this isn't a feature. It seems as with most of Zendesk products the most basic customisation options are not available.
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Have you ever try other tools that have an integration on Zendesk to receive calls ? It was deal breaker for us too until we found SnapCall (maybe there is others ...). We’re using it for inbound calls and it works pretty well. When we receive a call, it is routing to all our Zendesk agents available at the same time. When we installed the solution, this feature was not available directly from the dashboard but if you contact their support they do it instantly.
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This was also a dealbreaker for our team. I really like Zendesk and we have been using for something like 6 years now. We can't move to Talk without the option to ring multiple agents at the same time.
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Just found out about the lack of this absolutely basic feature. Such a disappointment.
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Has Zendesk come up with a solution for this yet?
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multiple agents ringing simultaneously is essential and basic functionality for almost all in-house phone systems. ...we can't move fully to talk without this.
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I agree.
Can Zendesk apply the same rules as for the live chat - broadcast and assigned and everyone will be happy. -
Could someone from the Zendesk team provide an update on this issue?
We work with several smaller teams of 2-3 agents, and we need a way for them to take calls without waiting in case one agent is busy. 30 seconds is enough for us to start losing calls.
The round-robin system might fit most of your customers, but I don't see why that would prevent adding options for customer with different business models.
We were planning to switch over to Zendesk Talk but unless there is a way this feature will be added or there is workaround that will not be a possibility.
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Although this has been requested multiple times, the feature is still not implemented. This together with the 30 second limit for a call to be transfered to the next agent is mandatory for us.
Please add this functionality. We won't be extending our license if it is not implemented before end of year.
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110 vote and 100 comment ... pretty active community ... And only 4 or 5 answer from Zendesk moderator ?
We also need that fonctionnality !
Thank you ...
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Could someone from the Zendesk team provide an update on this issue?
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Is there any update about that?
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I would like an update also.
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I think small businesses, who would benefit the most from this feature, don't move the needle very much for Zendesk, unfortunately... if most of their revenue comes from large businesses with dedicated customer service teams, there's not much of a point on Zendesk to pay attention to this.
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We are a small business. We need this functionality. If we had it we would happily switch to ZenDesk Talk (more money for ZenDesk) from our current VOIP provider.
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Also, for us this is a super important feature. I was surprised that Zendesk Talk does not offer this function. For a lot of teams this could help a lot.
@zendesk: Do you have an Update for this?
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People have been requesting this for years. Is it or is it not on the product map in the reasonably near future?
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Hello All,
I pointed here by your support team. Yes, I'd like to see the ability to ring all available agents at the same time.
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@... Agreed! I am fairly new to Zendesk and I am still surprised by the number of request that haven't been included in the road map. Another pain of mine is creating Bulk Tickets... you can edit tickets in bulk but not create them..
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This feature is definitely needed. It's also very frustrating that when setting up Talk routing it makes it seem like it will go to all agents at once. Even in the guides it makes it seem like that.
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This is the top voted on feature request for zendesk talk. its absolutely ridiculous that zendesk hasn't built it out yet, and its not even planned!
For a company that makes customer support software, you'd think they would support their own customers. -
Hi,
we also need that, why you let run a lot of customer into such limitation after promoting to Zendesk Suite?
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Another vote for this feature. We just moved to ZenDesk Talk from RingCentral because and I didn't even *think* to ask about hunt groups because I had never heard of a system that DIDN'T offer that as the primary method of distributing calls.
We will have to move to yet another solution if hunt groups are not implemented in ZenDesk Talk.
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Yes, another vote for more choices in routing incoming calls.
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Where is this basic feature? Silence from Ring Central speaks volumes.
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Hi,
I wanted to ask about an update regarding this important feature?
Thanks,
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Likely we will also leave Zendesk talk unless hunt group functionality is implemented. It's such a basic thing. Makes me worry that it's been 4 years this has been being discussed and although every few months someone posts on this thread, it's still not in the product. Clearly a company that doesn't listen to users. This functionality wouldn't be very hard to build to be honest. It's a very simple change request.
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@Ben Francis - Agreed. It is unfortunate that the feature is not there yet. I still follow this thread, now years later. I have asked our reps and anyone else from Zendesk who will listen. I think this might be a volume customer issue. Large volume Zendesk users don't need it, so the smaller teams don't get it. I love the ticketing system but now, combined with the no automated migration of reports over to explore, has got me shopping around.
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Agreed on the fact the lack of this functionality is causing us to shop around.
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