We want to enable "Request a Callback" feature even when no agents are Online
We want Zendesk to always show "Request a callback" button, regardless of whether an agent is online or not.
Context: We are trying to set up a passive callback feature, where agents won't be accepting incoming calls at all. Instead they should always get request for callback in the form of a Zendesk ticket and then make an outgoing call.
Right now if all agents are Away or Offline, the "Request a callback" option is not even shown.
In your support doc it says if we go to Contact Options and select "Request a callback and call us", then "Call us will be shown when agents are online. Request a call back will be shown at any other time.". However this is not what is happening for us. If no agents are online, Request a callback is simply not being shown at all.
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I am interested in a similar feature for our use of Zendesk. We would love to get this up and running as for regulatory reasons we can't have customers leave voicemails and we don't always have our agents on talk.
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+1 we are interested as well
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This is exactly what we are trying to set up as well. Added my vote for this!
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+1
This will greatly improve customer experience if Customer Support teams are out of working hours.
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2 years and still not even an acknowledgment has been received from the dev team.
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