New feature request: creating Phonebook for making forwarding calls to collegues
Please instead of me having to create end users for my collegues, in order to find their mobile number when forwarding a call...
It would be great if we can create a phonebook in Zendesk with some important collegues numbers so i can just select them and transfer the call to them, without me having to manually type their number with the keypad in ZEndesk.
Thanks for the feedback. I wanted to ask if you are referring to transferring a call or something different?
For the call transfer feature, calls can be transferred directly to an agent by typing their name. If the agent is online and available to accept calls, then the call will ring for them. Alternatively calls can be transferred to a group of agents, or an end user's name or phone number.
With reference to colleagues who don't use the Zendesk system at all (don't have user), but our Zendesk agents would like to communicate with via Talk - what's the best way of adding their details into Zendesk please?
The only way I know how Martin Holmes is to add them as an End User, almost like a standard customer user. You guidance would be appreciated.
Ok I understand a bit better now, thanks for the further clarification.
In Zendesk, it only possible to have either staff-users (e.g. Agent, Team Lead, Admin) or end-users (customers, non-Zendesk agents).
The People page in Zendesk is thus acting like a phone-book where you can store contact information of both staff and end-users.
Martin Holmes, can you direct us to the People page?
I see only the customers tab and the two person icon on the left of the screen.
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