Add IVR Keypress Info to Zendesk Talk Tickets
Discover how to add IVR keypress information to Zendesk Talk tickets using omnichannel routing for better customer service.
Can I add IVR keypress information to a Talk ticket?
Yes, you can add IVR keypress information to a Talk ticket by using omnichannel routing.
This feature allows you to tag each ticket with specific IVR keypresses, making it easier for agents to see the path a customer took through the IVR system. This can be particularly useful for providing context to agents and improving customer service efficiency.
More related questions
How can I report on IVR keypresses in Zendesk?
To report on IVR keypresses in Zendesk, you can use Explore. Explore allows you to track and analyze the paths customers take through your IVR system. To get started, ensure you have editor or admin access in Explore and are on a Talk Professional…
What are the prerequisites for reporting on IVR usage in Zendesk?
To report on IVR usage in Zendesk, you need editor or admin access in Explore and a Talk Professional plan or higher. If you're unsure about your plan level, contact your account owner to verify your subscription. These prerequisites ensure you…
Where can I find resources to help build an IVR report in Explore?
You can find resources to help build an IVR report in Explore within the Zendesk help docs. Articles like 'How do I analyze and improve my IVR tree with reporting?' and 'Explore recipe: Reporting on IVR destination group' provide valuable metrics…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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