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Feature Request - Phone Line Ordering

Answered


Posted Mar 31, 2023

Problem: Currently in Zendesk the order of the phone lines is based off of the time in which the numbers ported over into Zendesk. As a result, once the numbers have been ported we cant do anything about the order.

Our Case: We recently ported over 12 phone numbers from our previous provider into Zendesk. Of these 12 lines, 8 of them were our support lines. In a perfect world, the lines could be ordered to look like

1. Main Support #1

2. Main Support #2

3. Main Support #3

ect..

 

Instead, our set up is all out of order and we have to jump around constantly when turning phones on and off as you can see below. We would LOVE it if we have the option to click and drag these lines into whatever order we want. If we could that would allow us to have all of our support lines back to back to each other instead of being separated 

Comment edited for moderation by Zendesk Community


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Official

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Sean Chuang

Zendesk Product Manager

Hello,

Thank you for your question. We hear your concern. So here's an update. 

In 2023 we are looking to start the process of improving our call console. Included in that work will be improvements to outbound calling. In the meantime, you can create special nicknames for your support lines to help with organization. While it won't solve your problem, it should help. 

Thanks,

Sean

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Are there any planned updates to this?  There are no changes to the talk console, hurting our business experience—use-case: multi-brand call center with high-volume inbound and outbound calls.  The outbound numbers are listed on the talk console in an unknown order, but this post says when they are ported in.  Agents make outbound calls from the incorrect numbers.  There is no way to change the order or restrict which outbound numbers are displayed, resulting in incorrectly assigned tickets.  

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