Feature request: route incoming calls for open tickets to the assigned agent
AnsweredWhen we receive calls from customers that we already have an open ticket with, we'd love to be able to route the call to the assigned agent.
This consistency would lead to a better customer experience.
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Official comment
Hi Adrian,
Thanks for reaching out!
This is not something we are considering right now.
We have added this to our backlog for consideration in a future release.
Thanks,
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For me, this should be a fundamental feature for a modern telephony system, prior to considering Zendesk, other vendors offered such functionality.
I hope Zendesk is investing in Talk enhancements for the future, this is needed.
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