unsuccessful outbound calls


6 Comentarios

  • Comentario oficial
    Rohan Gupta
    Zendesk Product Manager

    Hi Andre,

    Thanks for the feedback!

    Presuming you are making outbound calls from an open ticket. Ticket events are not in place if the outbound call is unsuccessful. Unfortunately, it is not on the roadmap at this time. As a work around, an agent after making an unsuccessful outbound call attempt can put an internal note in the ticket.

    This information is also logged on the Usage charges page in Talk settings which can be used for viewing all calls including unsuccessful outbound calls. 



  • Dorosthy Teng

    Agreed with Andre's comment, surprise this is not available at all to log those unsuccessful calls in the event automated just as successful call. We also raised this with our account manager recently. 

    The work around will add inefficiency to the agent having to do that each time, manually. Is quite common now the outbound call to customer/supplier not pick up & agent have to call back several time, those info not visible to other agent who take over the case or team leader which is important

  • Kat

    I concur, it would be really helpful if the unsuccessful outbound calls could be reported on in the similar way as the inbound calls are.

    Is there a way of making a product request for this so this gets looked into, or is this not on the roadmap at all?

  • Denis Oskolkov
    Zendesk Luminary

    Strongly in favor of this simple automation/action being added. Enabling all staff to make internal notes after each unsuccessful outbound is inefficient and leave room for human error. 

  • Douglas

    Not logging attempts allows agents to claim they have attempted calls by adding an internal note.

    For audit purposes, logging these call attempts would be a huge help for our business; this seems like a massive hole in the system.

    Are there plans to add this to the road map yet?

  • Shawna James
    Community Product Feedback Specialist

    Hello everyone, I want to reiterate Rohan's previous response and thank you for your engagement and expressing interest in the feature area. I have followed up with Rohan and confirmed that his last update is the most up to date for this feature request.

    Not having the features you wish you see at Zendesk prioritized is an understandably frustrating experience and I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.

    We are going to keep this community post open for comment for others to add their use cases, however I do want to remind folks of our code of conduct for engaging with product feedback forums.

    If you are interested in learning more about the future of Zendesk products, please visit the  What’s New page which is updated on a monthly basis.

    Thank you again for being a valuable member of the Zendesk Community and for your continued business! 


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