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Zendesk Talk - Skill Routing

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Austin Vieth

Publication le 26 juil. 2019

Is there any indication that this is on the Talk RoadMap? 

Zendesk talk is a fantastic tool and we have used it in numerous ways. The ability to route calls through some mechanism (Preferably skill routing as that is an already created system) BEFORE the call is created as a ticket would be Greatly appreciated.

 

Problem: Tickets can only be routed to the appropriate agent once the call has left the queue, as this is when a ticket is generated. There needs to be functionality to route the call beforehand and I'm curious if this is something Zendesk plans on doing.

Notes: Because there is no marketplace for Zendesk talk apps to My knowledge, there is no way to get any improvements to the system in place other than reaching out to Zendesk directly.

 

If My question is unclear please let Me know.

 

Thank You,

Austin Vieth

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    tiago

    Hi @..., solution exists with Zendesk App on the MarketPlace: it is Snapcall.io 

    https://www.zendesk.com/apps/support/snapcall/ 

    A lot of other features, for front and back available and customizable with it. 

    Cheers. 

     

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