Agent forwarding is limited to one phone number.

Answered

2 Comments

  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hi James,

    Thanks for the feedback!

    We do not have this functionality on our roadmap. We are adding it to the backlog for future consideration. 

    A potential workaround for this problem can be to use overflow number capability - where if the call is missed by all the agents it gets routed to the pre-configured overflow number. This functionality though does not work on the agent level but is configured for the phone number. 

    Thanks

    Rohan 

  • James Persson

    Or implement the mobile app below, but I think my suggestion above should help a lot before the potential Talk app comes along, as you can forward it to an assistant who can try to transfer to other lines or ask the right questions to make a new ticket.

    https://support.zendesk.com/hc/en-us/community/posts/4409222561562-Zendesk-Talk-Mobile-App

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