Neil Weldon

1. Community
2. Zendesk Suite Q&A
3. Adding an External Support Phone line to my Zendesk support

Hi Gareth,  This article describes how to add phones numbers, including external numbers to Zendesk Talk.  Best, Neil   

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• Neil Weldon
• Created September 29, 2021 15:49
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk Queue Visibility for Agents

Hi Derek,  this is also being discussed in this thread https://support.zendesk.com/hc/en-us/community/posts/1260801970630, specifically related to the queue visibility.  On the routing, we are work...

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• Neil Weldon
• Created September 01, 2021 08:56
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Support for Twilio Toll Free, Mobile and National numbers

Hi Benjamin,  We do support a ranges across National, Mobile and Toll Free numbers. Regulatory requirements differ country to country and across these number types.  If you can point out the number...

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• Neil Weldon
• Created August 13, 2021 10:58
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. [TALK] Feature Request(s): Custom attributes for logical conditions/triggers, automations, SLAs and KPI metrics are unavailable and far overdue

Hi ZenBros,  Thanks for the feedback. We are actively looking at plans for creating the ticket at the point of the call coming into the system and having completed IVR. The ticket will be created w...

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• Neil Weldon
• Created August 11, 2021 13:27
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Allow visibility into the phone queue

Hi Dylan,  Thanks for your feedback. We recognise the need for more granular information on the calls in the queue. Over the next while you will see changes in the product as we iterate to a new ap...

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• Neil Weldon
• Created August 11, 2021 13:08
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Call Routing to Agents more than once

Hello, Update for 2022 -  Retrying agents with a call does not work in all circumstances, especially for smaller teams. In a circumstance where an agent steps away without changing their state it c...

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• Neil Weldon
• Created October 07, 2020 08:46
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Average wait time message using current queue activity?

We do hear you and we have this on our roadmap and we will be tackling it as soon as we can. We'll update again when we have a better indication of delivery dates. Neil Weldon | Snr Director of Pr...

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• Neil Weldon
• Created October 07, 2020 08:29
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Caller ID on outbound calls

Hi William, It is possible to add an external number, which is a number not in Talk but which can be used for making outbound calls and using the Caller ID of that number. Details on how to do tha...

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• Neil Weldon
• Created May 22, 2019 09:51
• -3 votes

1. Community
2. Feedback - Voice (Talk)
3. Auto Logout from Talk (Agent forgets to logoff at end of shift)

We do have a set of APIs for changing the state of an agent's availability. These are documented on developer.zendesk.com. Where we recognise the need for more granular permissions for Admins, Tea...

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• Neil Weldon
• Created March 13, 2019 09:24
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Is there a way to automatically make abandoned calls into tickets?

Hi Albert,  The announcement is over a year old so will have been archived. Tickets for abandoned calls is a per number configuration. More details may be found by following this link  https://supp...

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• Neil Weldon
• Created February 19, 2018 09:43
• 0 votes