Automatic Callback Queue
AnsweredWe do experience extremely large call queues. Recently, the queues have gotten to the point that our Callback Queue is so backed up that for the first time in 2.5 years since we started w/ Zendesk, the 60 minute timer has started to expire for several customers.
As it takes some time to train and scale up to meet this challenge, because we are sometimes unable to get in the callbacks before the timer expires, it is even more difficult to handle tickets resulting from the timer expiration.
It would be excellent if we could manually adjust those timers to extend the time, or even set them to give the callback priority at the beginning of the next business day.
Would this be a heavy lift at the Zendesk Professional level for those using Zendesk Suites??
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Official comment
Hello Robert,
Thank you for your question. At this time, the request to adjust callback timer is not on the short term roadmap. It is on our backlog. Regarding your second question on setting a priority for this cohort, when a callback expires, if you assign a priority tag against 'callback', this cohort of tickets can be grouped in a view, allowing your agents to quickly locate your users and proactively call them back.
Thank you
Sean
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