Thomas de Silva

1. Community
2. Zendesk Talk EAP - Call Recording Opt-out
3. What is Call Recording Opt-out?

Hi Rohan.   I just some testing of the Opt-out function. I find that the greetings play in the following order: Available agents greeting (voicemail on) (when the voicemail is disabled) Callback g...

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• Thomas de Silva
• Created October 03, 2019 12:06
• 0 votes

1. Community
2. Talk - Product Feedback
3. CSAT For Talk

Hi Jen.   Please click the link in my signature.   #helpsome regards,Thomas de Silva Zendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created September 26, 2019 09:10
• 0 votes

1. Community
2. Talk - Best Practices, Workflows, and Tips
3. Talk agents being able to transfer calls to other agents using dial by name

Hi Brent.   Which license plan are you on?   It works fine when I try to forward a call using agent name #helpsome regards,Thomas de Silva Zendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created September 26, 2019 08:57
• 0 votes

1. Community
2. Talk - Troubleshooting and Q&A
3. Is there a way to automatically change agent status to Away or Offline after a period of inactivity?

Hi Tracy.   It should be possible via the REST API: https://developer.zendesk.com/rest_api/docs/voice-api/availabilities#update-availability You need to determine the timing of the inactivity perio...

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• Thomas de Silva
• Created September 26, 2019 08:42
• 0 votes

1. Community
2. Talk - Troubleshooting and Q&A
3. Outbound call delay

Hi Paul. Please read this and this to secure your network is properly configurated. Also, a good way to determine if the issue is related to your network, try logging on to Zendesk Talk at you own ...

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• Thomas de Silva
• Created September 25, 2019 05:16
• 0 votes

1. Support
2. ...
3. Apps and integrations
4. Required ticket fields and conditional fields

Hi Tilly.   Which license plan are you on?   #helpsome regards,Thomas de Silva Zendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created September 25, 2019 05:12
• 0 votes

1. Community
2. Support - Product Feedback & Discussion
3. Extra ticket access for agent roles

Really cool idea!!

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• Thomas de Silva
• Created September 24, 2019 09:10
• 0 votes

1. Community
2. Talk - Product Feedback
3. Zendesk Talk - What position # am I in Queue?

We have a lot of customers asking for this feature as well.

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• Thomas de Silva
• Edited September 24, 2019 08:52
• 0 votes

1. Talk
2. ...
3. Managing Talk
4. What are the most common Talk error messages?

Hi Carl.   Thank you so much for sharing!! #helpsome regards,Thomas de Silva Zendesk Consultant @ helphouse.io    

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• Thomas de Silva
• Created September 19, 2019 09:05
• 0 votes

1. Community
2. Chat and Message - Troubleshooting and Q&A
3. Hide Web Widget

Hi Lambo. Would you be comfortable exposing the full piece of code regarding the Widget, then I can take a look. #helpsome regards,Thomas de Silva Zendesk Consultant @ helphouse.io

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• Thomas de Silva
• Created September 06, 2019 05:19
• 0 votes