we have the issue that we have multiple lines, so when an agent is making outbound calls and they want to ring the number stored in the ticket, it calls from a different line than the line they are assigned to.
Zendesk have come back with that this is normal behaviour, linked to the article : Making outbound calls
the workaround solution is that an agent manually types the phone number in
This is quite manual and to me defeats the point of storing the contact's phone number within Zendesk.
Is this is something you face too?
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