Are there any integrated handset options?
I'm wondering if there's something that's nicely integrated with Zendesk that can be used as a desk phone, so that inbound support calls can ring audibly if someone's not at their desk.
Our business is fairly low volume when it comes to customer calls, and people have responsibilities that take them away from their desk.
We still want the integrated ticketing and automated recorded that Zendesk already provides.
Ideally we'd also be able to use it as a regular phone for outbound and intercompany calls, which should be non-ticketed/non-recorded.
Right now our entire phone system has multiple overlapping services, Skype, Ooma, and Zendesk, so we'd really like to just consolidate this into one single vendor solution for desk phones and so that we don't have to swap headsets depending on what number a call came in on.
In the past, we'd tried forwarding the Zendesk Voice over to the Ooma phones, but that was poorly received and most of the time connecting to a customer call would fail. With so many vendors involved, plus that being a cordless phone, we abandoned that attempt.
Any recommendations?
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Hey Daniel,
Since we presently don't have SIP capabilities on Zendesk, you definitely run into some issues.
We only have the option to forward to other numbers at this time (which could open up the option to forward to any other number, or external provider).
If that doesn't work, we do have integrations with other voice systems that should be compatible with your SIP devices. One such is OnSIP - more information is available here:
http://www.zendesk.com/apps/onsip
Or you can check out the rest of our 3rd-party voice options here:
http://www.zendesk.com/apps#telephony-sms
Outside of that, I recommend checking out our product feedback forum, and voicing your opinion, and voting on things you'd like. The more requests and wants from customers, the higher chance that a request turns into a feature.
Thanks for the good question!--Ryan
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Hey, Daniel! Having a unified phone system instead of utilizing many is definitely a move that'll push your business to a whole new level of structure and efficiency.
If you're planning to the above, chances are you're going to love Tenfold. It's an application that can integrate Zendesk with over 150+ phone systems in the market and since it integrates natively, you won't have to worry about poor call quality and line interruptions. Here's a list of phone systems you can integrate with Zendesk using Tenfold: https://www.tenfold.com/integrations/zendesk
Cheers!
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