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Tagging Talk Groups or Talk Lines

Answered


Posted Oct 01, 2024

Hi folks!.

 

It would be great if calls could be tagged, either by line or by group the call is routed to. Is there a way?

 For me it is a great system to set the language of the requester both in the ticket and in the customer profile.

I'm currently solving it via trigger but it would be great if it comes directly with the tag like it does with chat.

 

If a ticket is created and the routing group is ENGLISH then the ticket and requester language is English. But if the tag comes directly with the call that is associated with the drop-down menu where I select the English language (eg. language_en) this field is automatically configured in the ticket, then I have another trigger that given a value of this field configures the language of the requester.

 

Thanks.

 

Maria


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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Maria,
 
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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Ferran Barneda

Zendesk Employee

Hi Maky 

 

Thanks for your feedback!

 

If your account uses OCR (omnichannel routing), you can add tags in your IVR configuration. This means, that when a customer calls in, and presses option ‘1’, tag X will be added to the ticket when it's created.

 

You can see the announcement page here which contains more information about this feature: 

Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing
 

Thanks,

Ferran

 

 

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Hi Ferran Barneda .

 

Our account uses OCR, but we don’t have the option to add tags, as you can see here:

 

I I opened a ticket with zendesk support to understand why.

 

Thank you very much for your response.

 

Maria

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