Widson Reis

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Number used for outgoing calls from a ticket

Hi Andreas, When initiating a call from a ticket — and I agree, you should always do that when possible — you can either call the end-user directly (kind of a "one-click call") or enter their numbe...

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• Widson Reis
• Edited May 20, 2022 11:38
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Split audio for inbound call ringer and call audio

Hi RinaThe best thing to do is to reach for Customer Support (you find the link under your profile picture) where you can report the bug, describe the hardware and software you are using, and uploa...

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• Widson Reis
• Edited May 09, 2022 14:36
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Split audio for inbound call ringer and call audio

Hi Rina, Thanks for your feedback! We do have this feature in our backlog and will be assessing if we can prioritise and execute it as part of our short term roadmap.

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• Widson Reis
• Created April 06, 2022 08:24
• 0 votes

1. Talk
2. ...
3. Talk basics
4. Understanding how Talk calls become tickets

Hi Chris, The rules for creating tickets when the agent answers the call are configured on Five9 adapter. Unless this configuration has been changed you shouldn't be seeing anything different. Howe...

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• Widson Reis
• Created February 02, 2022 15:26
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Assign default outbound call number to an agent

Hi Annelisa Brown, We understand that being able to restrict a Zendesk talk line to specific group could be a useful feature for many customers. We don't have this feature in our immediate roadmap,...

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• Widson Reis
• Created January 27, 2022 14:29
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Restrict Talk lines to specific groups

Hi Nathalie F., We understand that being able to restrict a Zendesk talk line to specific group could be a useful feature for many customers. We don't have this feature in our immediate roadmap, bu...

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• Widson Reis
• Created January 27, 2022 14:06
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Talk API properties update

Hi Stefán, I'm a product manager at Zendesk and I'm here to help you. Could you give me more details on this use case? The callback request message does not contain the user name and description, s...

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• Widson Reis
• Edited November 03, 2021 11:34
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. India number /Vietnam number

Hi @Mamantha, Unfortunately due to legal restrictions we are unable to offer local numbers in India yet. We hope this changes soon!  Widson ReisZendesk Product Manager

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• Widson Reis
• Created November 02, 2021 10:49
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Auto Pause and Resume Call Recordings Feature

Hi Kara, I understand the problem you are trying to circumvent, as Zendesk does not offer (yet) a full PCI compliant solution. However I'm not sure what we could use as a trigger for auto pausing/r...

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• Widson Reis
• Created September 28, 2021 13:53
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Voice to Record Through Hold

Hi Dan, Thank you for your suggestion. The ability to record audio while on hold is not a feature in our roadmap, at least for the next 9 months. Perhaps a simpler way to solve your problem would b...

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• Widson Reis
• Created September 08, 2021 13:17
• 0 votes