Does anyone run Talk through a VPN?

5 Commentaires

  • Devan - Community Manager
    Zendesk Community Team

    Hello Scotty Loewen,

    To answer your question, Talk will not work well with a VPN due to a service that runs in the background called GLL. This service decides on the best network path to run the call through. If you use a VPN, it will not give the true location of your agents and, as such, cannot route the call efficiently, potentially leading to latency and other call quality issues. If you must use a VPN, please do not allow traffic for the Zendesk / Twilio domains (including your subdomain.zendesk.com) and the IP addresses listed in this article to run through VPN.

    Best regard. 

    0
  • Scotty Loewen

    Hey Devan!

     

    Thank you for your reply! That does make sense. Our VPN setup is a little different, each office (we have offices in Austin, San Antonio and Limerick) has their own VPN. Would that kind of thing mitigate the concern of GLL misrouting calls?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Scotty,

    I'd say testing would need to be done to determine whether or not this would work well for you. If you notice performance degradation when using Zendesk Talk, we can certainly take a look at the specific calls to see if the VPN is what's causing the issue.

    I've used a VPN alongside talk and haven't noticed any issues but could depend on the VPN you're using.

    Hope this clears up any confusion!

    0
  • Scotty Loewen

    Thank you Brett! I'm guessing your use was from a support setting? Did you have a single localized VPN?

     

    I do agree, testing is probably key. I'll make a note to ask Support how they routed, would all I need to do that is the ticket ids?

     

     

    0
  • Brett - Community Manager
    Zendesk Community Team

    They Scotty,

    Yup we would just need the ticket ID's for the Talk calls so we could investigate for you :)

    Let me know if you have any other questions!

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk