Restrict Talk lines to specific groups
Not plannedFeature Request Summary:
I like to be able to restrict a zendesk talk line to a specific group.
Description/Use Cases:
Our operations team is divided in several groups (Delivery Service, Partner Service and Customer Service) each team has their own talk line. To prevent that, Customer Service is using the Talk line which belongs to Partner Service I would like to restrict the lines so whenever Customer Service is making an outbound call, they can only use the talk lines which have been assigned to the Customer Service team.
Business impact of limitation or missing feature:
The current setup can lead to confusion. Customers are being called with incorrect phone numbers, which means when a customer calls back they are reaching the wrong department, which will have an impact on the workflow and productivity.
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Official comment
Hi Nathalie F.,
We understand that being able to restrict a Zendesk talk line to specific group could be a useful feature for many customers. We don't have this feature in our immediate roadmap, but thanks to your feedback we have added it to our backlog and will be reviewing it soon.
In the meantime one thing you could do to reduce the chance of confusion is to give the phone line nicknames, so it would be easier for the agents to tell the difference between them when calling. -
Yes, would love to have this feature! Our teams are getting confused as to why there are so many lines available to them, and it is causing confusion to our clients.
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This would be extremely useful and I agree that not having this feature creates confusion.
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