unsuccessful outbound calls


4 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

    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. 


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