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Ferran Barneda's Avatar

Ferran Barneda

Joined Apr 14, 2021

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Last activity Feb 13, 2025

Zendesk Employee

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ACTIVITY OVERVIEW

Latest activity by Ferran Barneda

Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Giga Paitchadze ,

 

Could you please elaborate more on why you need to use the “Default” option in your routing? What's your desired outcome?
 

Thanks,

View comment · Posted Feb 12, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Giga Paitchadze ,

Could you please clarify how many levels you have in your IVR tree, screenshot(s) would be helpful. Also, please elaborate more on your desired experience, and the issue you are facing.

If you with to raise a ticket and have someone from Support to have a look, please follow the steps in Contacting Zendesk Customer Support.

 

Thanks, 

Ferran

View comment · Posted Feb 12, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Matthew Surowiec 

 

Thanks for sending feedback!

 

Suspended users will be able to leave voicemails. If you wish to block their numbers, you can block them by adding them to the blocked numbers menu in Talk.

 

We will add this request to our backlog for future consideration, creating voicemail tickets for suspended users.

 

Thanks,

Ferran

View comment · Edited Feb 12, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi everyone,

 

There is a workaround that could help in this situation.

 

Zendesk offers an API where you can enable or disable callbacks per line on demand.

 

This allows you to make an API request and enable the callback setting when you are ready to accept callbacks. Later, when you want to stop accepting callbacks, you can make another API request to disable the feature.

 

For more information, please see this documentation:

https://developer.zendesk.com/api-reference/voice/talk-api/phone_numbers/#update-phone-number 

Specifically: # Update callback from `callback_from_queue` setting

 

This will require some technical knowledge, but if you want a no-code solution, we recommend having a look at Zapier.

 

Thanks,

Ferran

View comment · Posted Jan 08, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Henry Mahncke

 

Thanks for sending feedback!

 

This is a feature that is not available at this time. Therefore,  we will add it to our backlog for future consideration.

 

Thanks,

Ferran

View comment · Edited Jan 08, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Zendesk (System User)

 

Thanks for sending feedback!

 

This is a feature that is not available at this time. Therefore,  we will add it to our backlog for future consideration.

 

Thanks,

Ferran

View comment · Edited Jan 08, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Elena Bell,

 

Thanks for sending feedback!

 

Zendesk Text requires a trigger in order to send proactive outbound SMS to your customers.

 

Please see this article for more information.

 

Thanks,

Ferran

View comment · Edited Jan 08, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

 Hi Rhys Ashall

 

Thanks for sending feedback!

 

We acknowledge that the Talk roles can be a bit different to how other Zendesk products define Admin level access. 

 

In Talk, the Team Lead is an Admin who can receive and make calls. So, we recommend using this role if you require and Admin who can listen to live calls and receive transferred calls. 

 

For more information, please see Talk roles.

 

Thanks,

Ferran

View comment · Edited Jan 08, 2025 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

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

View comment · Posted Dec 11, 2024 · Ferran Barneda

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Ferran Barneda commented,

Community comment Feedback - Voice (Talk)

Hi Oscar Tryvall 

 

Thanks for sending feedback!

 

Unfortunately, this is not in our roadmap for 2025. 

We will add it to our backlog for future consideration.

 

Thanks,

Ferran

View comment · Edited Dec 11, 2024 · Ferran Barneda

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