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Product Feedback: Call drops if there are 2 tabs and one is closed

Answered


Posted Feb 06, 2025

Hello, 

 

We have identified a critical issue affecting our inbound call handling within Zendesk. 

 

When an agent has two Zendesk tabs open simultaneously and receives an inbound call, closing one of those tabs while the phone is still ringing causes the call to disconnect.  

 

This behavior has a major business impact as it leads to missed customer calls, directly affecting our revenue and customer satisfaction. Given the importance of inbound calls in our operations, we urgently need a fix for this issue. 

 

A reporting capability, as a way to track when this issue occurs, will also be of great help. That way we can identify affected calls and take corrective action in a timely manner.

 

Thank you.


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4 comments

Official

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Widson Reis

Zendesk Product Manager

Hi Aleksandar Georgiev 

Last week, we identified and quickly fixed a bug that prevented the call console from appearing on a tab if the customer had another tab open (see last week's release notes). The issue you described may have been related to this bug, and it might be fixed by now. If it persists, our customer support team will ensure that it is addressed promptly.

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Shawna James

Community Product Feedback Specialist

Hey Aleksandar,
 
Thank you for taking the time to provide us with your feedback. This doesn't seem like normal behavior; I have gone ahead and created a ticket on your behalf, a member of our support team will reach out to you shortly to help better understand the issue and work towards a resolve. Please let us know if you continue to face any challenges here. Thank you again!

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Hello Widson, 

Thank you for reaching out and the provided feedback. 

Unfortunately the mentioned fix in your reply doesn't seem to have solved our original issue.  I have just managed to test it again and can still reproduce the issue. 

Please let us know if any additional details can be helpful or any updates on a resolution come up. 

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Widson Reis

Zendesk Product Manager

No problem. Shawna James has created a ticket for you, and I will escalate this issue to our engineering team. For now, I'm afraid I will have to ask you to instruct your agents to refrain from closing tabs when they have ongoing calls.

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