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Blind Transfers for Zendesk Talk

Answered


Posted Nov 08, 2023

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

It affects agents and customers. We are unable to transfer calls to anyone outside of our customer service team, as voicemail is common. When we do transfer to voicemail, customers will often miss a majority of the voicemail message. Unable to transfer calls, we have to provide people with phone numbers instead. 

What problem do you see this solving? (1-2 sentences) 

Increased customer service as we are able to ensure that customers are transferred to the correct number and minimize mistakes that come with writing a number down. Significantly faster turn around times on phone calls requiring a transfer.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

It is a daily problem. We receive over 10,000+ inquiries in a year and are not able to transfer a single one of them. It has caused frequent call backs because customers wrote the number incorrectly. We are frequently asked about Zendesk by other Government Ministries and we have to advise that Zendesk is not an option at this time, as it is missing the blind transfer function.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, we turned off Zendesk Talk and re-instated our previous phone system. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

An option to transfer calls out without/before the other line picks up. It is a basic function of almost all call software and it is disappointing Zendesk does not have such a simple feature.


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Official

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Widson Reis

Zendesk Product Manager

Hi Brayden Materi

We very much appreciate your comprehensive feedback. 

Currently, we have warm transfers to Agents and external lines and cold (blind) transfers to Groups.

[Update 18 September 2024]

In 2025 we will start bringing big changes to the call console and one of the things we have planned is allowing cold transfers to agents and lines. 


 

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Shawna James

Community Product Feedback Specialist

Hey Brayden, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again! 

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Hello Widson Reis hoping to see if there is an update for this? 

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Widson Reis

Zendesk Product Manager

Hi Nate Hales 

 

We have made some changes to the Call Console, and there are some more coming in 2024, but we will only address call transfer use cases in 2025.

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Can you give me some more specifics on the changes on the call console from that article? 

 

What is the workaround for not having blind transfers? 

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Widson Reis

Zendesk Product Manager

Hi Nate Hales 

 

One workaround you can try is to create a group for each agent. This way, every time you transfer a call to that one-agent group you will be effectively transferring the call to the agent.

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I need a blind transfer for external calls (sending from a zendesk agent to a physical store) so a group transfer would not work in this instance. Any ideas there? 

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I am not needing to transfer to agents, but externally to a Brick and Mortar store. Unfortunetly that would not help. It is awkward that our agents have to stay on the phone until the store associate picks up

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Rohan Gupta

Zendesk Product Manager

Hi Kelly,

 

Thanks for highlighting the concern with transfer to external number. Currently we do not have an in-product workaround for this particular case and will add this to the backlog.

 

Thanks

Rohan 

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Understood. What does Zendesk recommend my team do for this missing basic function in the meantime where Zendesk is lacking?   

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Hey Kelly,

 

We explored the options they presented and there is no way to do cold transfers that I could find. We currently use our previous call centre software at this time, which is extremely disappointing. If you find a solution that works, please let me know!

Thank you,

Brayden

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Hey Brayden, 

Thanks for your input here, glad I am not the only one experiencing this. 

Unfortunately, as we have just switched to Zendesk, I am finding myself continually disappointed. 

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Rohan Gupta, is there any way we can escalate this up the backlog? Or see some proof that this was truly added to the backlog?

 

There is another community page asking for this specific request dating as far back as 2017 being the original request. 

 

Instead, we get updates such as adding colorful squares to display our communication. Not helpful. Would LOVE some actual work to be done on blind transfers since the people using this product have been asking for this basic feature for going on 9 years now. I am no computer scientist, but I can imagine this request shouldn't take 9 years to code and implement. 


Does Zendesk just not care about the people actually using their products? Would love some updates that customers are actually asking for! 

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Shawna James

Community Product Feedback Specialist

Hey Justin, thank you for your question. Shawna here from the product feedback team. Not having the features you wish you see at Zendesk prioritized in the timeframe you wish is an understandably frustrating experience.
 
The product team confirmed that this feature is still understood to be of great importance to our customers and they are still tenatively planning work on this in quarters ahead. Unfortunately I do not have more information for your here but wanted to confirm that your feedback had reached the appropriate channels. Thank you again for sharing your feedback, we look forward to having more updates from our product teams in the future!

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Justin Johnson I 100% agree! With the colored boxes as well, the Modern Experience update is a big hassle for my team. How is that prioritized over blind transfers?  

 

I appreciate the attention Shawna James. Could you speak on how this feature is understood to be of great importance to our customers however this post is from dated 2017? I am disappointed with the consistent idea of the “lack of engagement” answer here and would love a better perspective from within. 

 

Thanks! 

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