• Comentario oficial

  Sean Chuang

  • 21 de junio de 2023 08:46

  Zendesk Product Manager

  Hello,

  Thank you for your patience. Unfortunately, your use case is not supported at this time. There are some additional info that we are planning that may be of value.

  1. For 2024, we are currently planning to add digital voice as part of the Messaging widget. That function would allow telephony capability inside native Support app. 

  2. Soon we are rolling out the ability to directly route a call to a specific agent to help ensure your important customers' calls are answered.

  Thanks,
  Sean

• Angela Yates

  • 9 de mayo de 2022 19:45

  +1 Being "on call" frees me from being strapped to my laptop. I would generally answer a phone call while attending a ballgame.

  If Talk was embedded in the mobile app I could take a call, service the ticket and get back to the ballgame.

• Julian

  • 26 de junio de 2023 10:09
  • Editado

  Since I am not able to comment on the most visited post regarding this topic, I'll do it here. I can't believe your customers have been asking for this feature since 2017, that's 6 years now, and this feature, that is clearly a concern for a number of your customers, has not been developed yet. The last update on this topic was over a year ago and we still don't have any solutions for this issue. We were considering to move to a Suite plan to integrate all our support channels, but since the ability to answer on the go is such a critical part of our workflows and Zendesk doesn't provide any features to achieve this, we're reconsidering our options. Since you only understand money, think about how much money you're losing by delaying a solution to a problem, which should be a priority. 

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