Rohan Gupta

1. Community
2. Feedback - Voice (Talk)
3. Pop up window appearing when incoming call , showing extra info for agents for that brand

Hi Brecht, Thanks for the feedback! This functionality is not in our roadmap at the moment. We will put it in the backlog for future consideration. Thanks Rohan

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• Rohan Gupta
• Created February 23, 2022 09:17
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Digital calls, priorities calls routing

Hi Gerardo, When all agents are on call, the incoming call should wait in the queue till either maximum queue waiting time expires or an agent becomes available. In the case you have described, if ...

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• Rohan Gupta
• Created February 16, 2022 08:49
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Access to Phone Numbers that Abandon in IVR

Hi Audrey, Thanks for reaching out. There is an existing "create ticket for abandoned calls" setting on Zendesk Talk Professional and Enterprise plans.  When this setting is enabled, calls that are...

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• Rohan Gupta
• Created February 16, 2022 08:34
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. We don't need a Contributor

Hi Madonna, Thanks for reaching out! Contributor role does not have access to Talk. However, you should be able to update the contributor role to a role which has Talk access. If you need help gett...

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• Rohan Gupta
• Created January 19, 2022 09:45
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Digital calls, priorities calls routing

Hi Gerardo, Thanks for the feedback! Currently, multiple group routing supports only the primary group and a group of secondary groups. The primary group is tried first and then agents are pooled f...

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• Rohan Gupta
• Created January 19, 2022 09:36
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Feature Request - Sound when Call is Connected

Hi David, Thanks for the feedback! We have noted it. Unfortunately, this is not on the immediate roadmap to tackle. Thanks Rohan

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• Rohan Gupta
• Created November 17, 2021 09:48
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Per group/department scheduling

Hi Ben, Thanks for the feedback. We understand the pain when agents forget to log-off leading to missed calls in night and over the weekend. We are actively scoping a solution where agents gets log...

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• Rohan Gupta
• Created October 20, 2021 07:50
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Transfer Calls to Away agent

Hi Khajik, Rollout was completed few weeks back and the functionality is generally available. Here is the documentation link. Best, Rohan

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• Rohan Gupta
• Created September 30, 2021 14:32
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Transfer Calls to Away agent

Hi Everyone, To update the thread. The rollout of the Transfers only agent state was completed! Hope you all have already started using the functionality and are seeing benefits.  Here is the docum...

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• Rohan Gupta
• Created September 22, 2021 16:38
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Transfer to Offline Agent

Hi Everyone, Thanks for all the feedback and valuable discussion on the thread. I am here to provide some closure to this thread on the call escalation aspect. We recently announced a new agent sta...

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• Rohan Gupta
• Created September 22, 2021 15:58
• 0 votes