Enabling Agent to Agent Calling
AnsweredZendesk Talk should allow Agent to Agent calls.
Currently Agents have to have an external call in place to be conferenced in to a conversation together. The functionality of looking up a fellow Agent and giving them a direct call would be extremely helpful in making sure communication is straightforward and all-encompassing in Zendesk. Relying on third-party communication seems like a step backwards from what Zendesk is trying to provide.
Agent to Agent communication is extremely important and the fact that Zendesk is limited to internal notes, alone, is pretty limiting for better workplace flow and intercommunication. The fact you can conference agents into an existing call seems like some capability is already in place. Expanding that would provide a greater reliance on Zendesk and maintain remote Agent connectedness.
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Official comment
Hey Community,
Thank you for your understanding but due to other high priority items we need to tackle, this will not be on our short term roadmap. This is on our backlog for future consideration.
Thanks,
Sean
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