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Callbacks Support hours

Answered


Posted Jun 09, 2022

Feature Request Summary: 

  • An ability to set when callbacks are offered: To help ensure callbacks are not offered so close to EOD (ie. callbacks 9-4 but none for last hour of support).
  • Callbacks end at end of day: To ensure the call does not remain in the queue for over an hour
  • Ability to enable callbacks when the queue reaches a certain amount: To ensure callbacks are only offered when the wait time is extensive

Description/Use Cases: 

  • We receive many calls towards the end of our support hours so they will request a callback and remain in the queue long after our support hours have ended.
  • End-user's receive no notification that their call will not be answered as they are outside hours.
  • We also have varied support throughout the day so the End-user may select a callback but since there are no other calls in the queue, they will immediately be connected to an Agent which increases handle time, increases confusion with the end-user and provides a bad support experience

Business impact of limitation or missing feature:

  • The calls remain in the queue for an hour which results in them expecting a call back.
  • Unanswered callbacks create a ticket that Agents still need to review
  • This is not a good experience for our End-users when they cannot reach an Agent (why offer callback if no one will call back)
  • Reporting is affected as no one was able to take the call
  • Confusion among the Agent and the End-user when a callback is performed immediately after being placed in the queue

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6 comments

Official

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Sean Chuang

Zendesk Product Manager

Hi Sydney, 

Thank you for taking the time to provide us with your feedback regarding the Callback feature. I want to acknowledge that this is useful feature and It is on our backlog.  At this time, it has not been prioritised on our roadmap yet due to us working on higher priority items. When this changes I will let you know through this community post. 

I thank you for your patience. 

Sean

 

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We are currently exploring this feature for possible implementation and also encountered this limitation for Callback functionality. Being able to select particular working hours for this feature will greatly improve its efficiency, usability and most importantly the end-user experience. Offering a callback when the support team is close to EOD (last hour) is not a good end-user experience as there will be no one to pick it up. 

 

Another thing I would like to bring to your attention is the inability to customize the 3 sub-greetings when requesting the callback. The pre-recorded messages are too robotic and mundane. 

 

@..., do you have any updates about it and is it on your roadmap currently?

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Sean Chuang

Zendesk Product Manager

Update: 

 

Unfortunately, this feature will not be executed in 2024, due to our focus on voice AI-related features. We aim to prioritise this improvement in 2025. 

 

Thanks,
Sean

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this is something our business is asking for so definitely love to have it prioritized on the Roadmap

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also, a feature request on allowing callers to select the time to callback would be great. Not sure if it's already available as a Zendesk technology though.

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Ferran Barneda

Zendesk Employee

Hi everyone,

 

There is a workaround that could help in this situation.

 

Zendesk offers an API where you can enable or disable callbacks per line on demand.

 

This allows you to make an API request and enable the callback setting when you are ready to accept callbacks. Later, when you want to stop accepting callbacks, you can make another API request to disable the feature.

 

For more information, please see this documentation:

https://developer.zendesk.com/api-reference/voice/talk-api/phone_numbers/#update-phone-number 

Specifically: # Update callback from `callback_from_queue` setting

 

This will require some technical knowledge, but if you want a no-code solution, we recommend having a look at Zapier.

 

Thanks,

Ferran

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