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Capture Random Numeric Input (e.g., Customer Number) and Populate Custom Ticket Fields

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2024년 10월 02일에 게시됨

Hi Zendesk community,

 

I’d like to suggest a new feature for Zendesk Talk—the ability to gather random customer input, such as typing a customer number via the keypad, and automatically linking that input to a custom field in the corresponding ticket.

 

For example, when a caller is asked to enter their customer number, the system could store this number in a custom field and use it to pull additional data via API, enriching the ticket with relevant customer information. This would greatly improve efficiency by allowing agents to access critical details without asking customers to repeat themselves.

 

Currently, the IVR system only supports predefined options, but adding flexibility for custom input fields would unlock much more potential for automation and personalization.


Is anyone else interested in this feature?

Thanks in advance!


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Shawna James

Community Product Feedback Specialist

Hey Bruno,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Rohan Gupta

Zendesk Product Manager

Hi Bruno,

 

Thanks for raising the feedback!

 

With native Talk IVR, collecting a random input in IVR is not possible at the moment.

 

However, we are soon releasing a capability to forward calls into Zendesk using SIP protocol this quarter (details coming soon!). This could allow an advanced IVR to be integrated with Zendesk Talk e.g. that collects inputs and passes them on the ticket (in your case using custom ticket fields) to be displayed to Zendesk agent.

 

Another option using SIP can be to collect a customer number by bringing an external virtual agent which can interact with the caller in lifelike voice and collect information to be added to the ticket.

 

Thanks

Rohan

 

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