Aleksandar Georgiev

Hello, 

When using the Call console in Zendesk and entering a phone number for outbound calls, the field requires additional clicks to properly input the number. 

This inconvenience arises due to the dropdown menu within the field, resulting in being unable to seamlessly copy and paste the number with one click. Consequently, further clicks are needed to adjust the field, enabling us to paste the correct number directly. This extra step is proving to be inefficient and time-consuming for our team. 

A workaround we would like to see implemented is the ability to directly paste a phone number into the field when opening the call console, either from the ticket or the top bar. This would enhance our workflow and user experience.
 

Thank you.

Hello Widson, 

Thank you for reaching out and the provided feedback. 

Unfortunately the mentioned fix in your reply doesn't seem to have solved our original issue.  I have just managed to test it again and can still reproduce the issue. 

Please let us know if any additional details can be helpful or any updates on a resolution come up. 

Hello, 

We have identified a critical issue affecting our inbound call handling within Zendesk. 

When an agent has two Zendesk tabs open simultaneously and receives an inbound call, closing one of those tabs while the phone is still ringing causes the call to disconnect.  

This behavior has a major business impact as it leads to missed customer calls, directly affecting our revenue and customer satisfaction. Given the importance of inbound calls in our operations, we urgently need a fix for this issue. 

A reporting capability, as a way to track when this issue occurs, will also be of great help. That way we can identify affected calls and take corrective action in a timely manner.

Thank you.

+1 This is a great idea in a multi-brand instance. 

I have also noticed that you are unable to edit the “Rating”  values in the scale range, when trying to edit the survey. 

For example when setting the scale range to 5, there is no option to make the 3rd scale “neutral” or “positive". Having 3/5 ratings in the 5 scale range and 2/3 in the 3 scale range with “negative" ratings could skew the results from the intention of the customer. 

It would be a good to have the option to adjust these scales manually and individually per brand. 

Hello,
 

Current Side Conversations layout has been causing some inconveniences for us.
 

One of our operational teams prefer the "old" layout of the side conversations, visible on the top side, similar like a tab. Given the frequent use of this feature we want the agents to have the flexibility of how they view and handle their workload.
 

For some agents it may be more comfortable and provide easier navigation to switch to the old view, however we have not found a native option for this.
 

A solution I find feasible is to have multiple layouts for Side Conversations (for ex. you could choose between "Context panel view" or "Top side view"), which is integrated in the admin center as a click on option. There was previously an option to enable/disable the Side Conversations in the context panel, however after 27th Jan 2025 this is no longer supported (Link to related article)