We are using Zendesk Talk and it works great, but there is one usecase where I find that is is lacking some functionality. We work very structured with SLAs and our agents use the play function to prioritize tickets closes to SLA breach.
Even though a ticket started as an email our agents may want to call the requester to update them on their ticket (pausable update). But the problem is that outbound calls are identified as internal comments on a ticket, and thereby do not fullfill the SLA metric.
This leaves us with a lot of beached tickets, despite the fact that our agents have actually already been in contact with the customer and fullfilled the SLA.
So I would like to know if it would be possible to decide whether a phone call should be identified as a puclic reply or an internal note?