New feature request: creating Phonebook for making forwarding calls to collegues

5 Comments

  • Rina

    Agree 100%.

    0
  • Martin Holmes - 🚫 Out of office
    Zendesk Product Manager

    Hi Brecht, 

    Thanks for the feedback. I wanted to ask if you are referring to transferring a call or something different?

    https://support.zendesk.com/hc/en-us/articles/4408838843546-Transferring-calls

    For the call transfer feature, calls can be transferred directly to an agent by typing their name. If the agent is online and available to accept calls, then the call will ring for them. Alternatively calls can be transferred to a group of agents, or an end user's name or phone number.

    Thanks,
    Martin

     

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  • Rina

    With reference to colleagues who don't use the Zendesk system at all (don't have user), but our Zendesk agents would like to communicate with via Talk - what's the best way of adding their details into Zendesk please?
    The only way I know how Martin Holmes - 🚫 Out of office is to add them as an End User, almost like a standard customer user. You guidance would be appreciated.

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  • Martin Holmes - 🚫 Out of office
    Zendesk Product Manager

    Hi Rina, 

    Ok I understand a bit better now, thanks for the further clarification. 

    In Zendesk, it only possible to have either staff-users (e.g. Agent, Team Lead, Admin) or end-users (customers, non-Zendesk agents). 

    The People page in Zendesk is thus acting like a phone-book where you can store contact information of both staff and end-users. 

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  • Rina

    Martin Holmes - 🚫 Out of office, can you direct us to the People page?
    I see only the customers tab and the two person icon on the left of the screen.

    0

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