Nikolas Riabosapko

For those using Jabra headsets who can directly pick up calls using the tap functionality on the headset:

Are you using Zendesk Talk's built-in softphone, or do you rely on a third-party integrated dialer such as Talkdesk, CloudTalk, etc.?

We've tested multiple approaches and couldn't get this feature working. Upon raising a ticket with Zendesk, they clarified that direct headset call control isn't supported, and calls must be answered directly via the Zendesk tab. However, I'm still a bit confused given some of your experiences.

It would be great to clarify and ideally enable this functionality for our agents. Any insights or experiences would be much appreciated!

Are we able to add the Copy function (button) to other fields besides the e-mail shown in the user essential cards? 

I couldn't find that Option, but for our use case, copying the external ID would help the agents a lot