Number used for outgoing calls from a ticket

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1 Comments

  • Official comment
    Widson Reis
    Zendesk Product Manager

    Hi Andreas,

    When initiating a call from a ticket — and I agree, you should always do that when possible — you can either call the end-user directly (kind of a "one-click call") or enter their number manually. The first option will open the call console and, as a rule of thumb, will initiate the call immediately using the same outbound line dialed by the user; the second option will open the call console where, after typing the user number, you can select the outbound line you wish.

    Please check our brand new article about this topic; there are a few exceptions to the rules above that may affect your experience.

    Thanks!    

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