I use an IVR menu to have callers select the right language.
Once they select their language, their call gets routed to an operator who speaks their language.
If there are no operators available or an operator does not pick up the phone, the option to leave a voicemail is automatically prompted.
However, this voicemail does not get assigned to the correct operator as a ticket in support.
Zendesk support told me my only option was to make an IVR menu for each language - then a caller can select 1 - live operator or 2 - voicemail. But the problem would still exist, if an operator does not pick up the call, the call is sent to voicemail, and the ticket is not assigned any operator at all, when I really need it to be assigned the correct operator by language.
How do I solve this?
Please sign in to leave a comment.