Martin Holmes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Online for certain groups only

Hi Adrian & Lee, Recently there was a community post asking a very similar question.  The latest update on that community post thread (from Neil) explains where we are with group routing and presen...

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• Martin Holmes
• Created January 12, 2022 08:13
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Disable recording for overflow calls

Hi, Thanks for the feedback on your use case. Unfortunately this is something we don't have right now and it is not on our roadmap.  One workaround may be to configure call transfer to an external ...

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• Martin Holmes
• Created November 24, 2021 09:48
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. New feature request: creating Phonebook for making forwarding calls to collegues

Hi Rina, Ok I understand a bit better now, thanks for the further clarification. In Zendesk, it only possible to have either staff-users (e.g. Agent, Team Lead, Admin) or end-users (customers, non-...

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• Martin Holmes
• Created November 17, 2021 12:36
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. More Filtering Functions on Talk Dashboard

Hi Andrew, In the Zendesk Explore product, there is a live Zendesk channels dashboard and it is possible to filter live call data by call group. https://support.zendesk.com/hc/en-us/articles/440884...

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• Martin Holmes
• Created November 17, 2021 12:24
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Editing Talk / Voice Dashboard

Hi Dom,  Thanks for the great feedback and suggestions. Going forward all updates to the Talk live calls dashboard will happen in the Zendesk Explore live channels dashboard (which includes Talk ca...

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• Martin Holmes
• Created November 17, 2021 12:17
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. New feature request: creating Phonebook for making forwarding calls to collegues

Hi Brecht,  Thanks for the feedback. I wanted to ask if you are referring to transferring a call or something different? https://support.zendesk.com/hc/en-us/articles/4408838843546-Transferring-cal...

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• Martin Holmes
• Created November 17, 2021 12:07
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Want a trigger that will assign missed calls to agent who support a particular language

Hi Mamantha, Yes, it should be possible to do this using Triggers in Zendesk. As the phone number involved in a missed call get added to every ticket subject, you can use this information to assign...

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• Martin Holmes
• Edited November 17, 2021 11:52
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk - Business Verification - Edit Button

Hi Donald,  Thanks very much for the detailed feedback. The automated Talk business verification process is something that was recently launched (mid-2021) to support the purchasing of phone number...

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• Martin Holmes
• Created November 17, 2021 11:12
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Assign texts to correct agent

Hi Justin, Thanks for the feedback. I'm hoping you can better help me to understand your setup. When you say that you have phone numbers directly associated with agents, does that mean that agents ...

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• Martin Holmes
• Created November 17, 2021 10:30
• 0 votes