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Set Country Codes permanent to "not US"

Answered


Posted Jun 05, 2023

Post Title: 

Set Country Codes permanent to "not US"

Feature Request Summary: 

Perhaps the topic is better off in the "Zendesk Ticketing" section, but the module is Talk.

Currently the country code for outgoing calls is fixed to US (+1). According to Zendesk support, this cannot be changed to a different value.

Since we are a company in Germany, this restriction is problematic for us, since we have to constantly remember to manually change the country code from +1 to +49, both when creating phone numbers in contacts and when dialing by hand.

The default country code should be able to be stored permanently, so that it only needs to be changed in exceptional cases.

Business impact of limitation or missing feature:

It costs a lot of time and therefore money, moreover, the error rate or the possible source of error is high here.


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9 comments

Official

image avatar

Sean Chuang

Zendesk Product Manager

Update 1/17/24

Hello,

Thank you for your question. Unfortunately, this is not on the roadmap for 2024. 

Sean

-----

Hello,

Thank you for your question. We are planning to make significant update to our call console starting in 2023 and one of the features we will improve is setting country code. Please bear with us as we go thru the development process; we will have a clearer timeline on where this specific feature improvement sits within the overall project in Q3. 

Thanks,
Sean

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Hi,

 

We always require this feature as all our calls are outbound to the UK but the default is the US and we have to amend the country code for every outbound call which is costing us time / clicks / money etc. If you could set default on the line that'd be preferential. 

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I also need to change the default country, is there any update on this?

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Yes, this is an issue for us as well. Is there an update on this?

0


Currently needing the same option.
Any updates on this?

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On behalf of a swedish customer is really need this option? why not have the brand localization as default on this ? 

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We need this option as well - we are a global organisation with users in many countries, so ideally we need to let the users set a preference for default (or have it based on their profile). It might seem minor but it is a source of frustration when people are dialling out frequently. If we can't have user preferences, then we would like to at least set it to the most used (which it currently is not - our instance is a UK one but most of our staff are in the US). 

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image avatar

Ferran Barneda

Zendesk Employee

Hi Steven Hampson 

 

Thanks for raising feedback!

 

We changed the default country code behaviour in the call console a few months ago. We hope you will like it!

 

Please see the below announcement: 

https://support.zendesk.com/hc/en-us/articles/7390824073626-Announcing-general-improvements-to-the-Talk-call-console 

 

The country code now matches the outbound line selected

 

Historically, the call console always defaulted to the U.S. country code (+1) when opened, so non-American customers had to change the country code every time they made a local call. Now, the country code defaults to the country of the line selected in the outbound lines dropdown.

For instance, let's say a customer has two phone lines — one in Australia (+61) and another in the United Kingdom (+44) — and the Australian line is currently selected as the active outbound line. When the call console is first opened, it defaults to the Australian country code (+61), since this is the country code of the line selected. If after placing a few local calls the agent switches to the UK line and places an international call to Ireland (+353), the call console remembers that choice and keeps +353 as the selected country code. However, once they refresh the page or open a new browser tab/window, the country code will revert to (+44), reflecting that the outbound line currently selected is now the UK number.

This is great news for all customers, especially for those who primarily make local calls within one country, as they will rarely need to change the country code.

 

Thanks,

Ferran

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Ferran Barneda Hi Ferran - thanks for the response. Yes, I tried it and that does work. Great news, thanks for letting me know! 

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