Currently, you cannot extend the callback request time beyond 60 minutes in Zendesk Talk. Once a callback request expires, it automatically creates a ticket. You can set an SLA against this ticket to ensure a callback within a predetermined time. This means your agent will need to proactively dial out, but the customer experience remains consistent.
Handling a callback request in Zendesk Talk is straightforward. When a callback request appears in your call console, you have two options: click 'Call' to return the call or click 'Decline' to move to the next call in the queue. This allows you to…
When a callback request expires in Zendesk Talk, it creates a ticket. You can then set an SLA against this ticket to ensure a callback within a specific timeframe. Although the agent will need to proactively call the customer, the overall…