Handling Calls in Zendesk Agent Workspace - Frequently asked questions
Frequently asked questions
How do I set my Talk agent state in Zendesk?
You can easily set your Talk agent state directly from the ticket interface in Zendesk. To do this, click the Talk button on the right side of the toolbar and select an agent state from the drop-down menu in the Talk console. The available states…
How can I receive calls in the Zendesk Agent Workspace?
Receiving calls in the Zendesk Agent Workspace is straightforward. When you're online and receive a call, the call console will pop up in the upper-right corner of the Support page. To answer, simply click 'Accept'. Once accepted, the call is…
How do I make outbound calls from a ticket in Zendesk?
Making outbound calls from a ticket in Zendesk is a breeze. First, select the ticket you want to use to call the requester. Then, open the channel menu in the composer and click 'Call'. You can choose an existing telephone number or enter a new…
Are there any limitations to using Talk in the Zendesk Agent Workspace?
Good news! There are no limitations when using Talk in the Zendesk Agent Workspace. The workspace supports all features available in the Talk console, along with all talk management and reporting options. This means you can fully utilize Talk's…
What happens if all agents are offline or away in Zendesk Talk?
If all agents are offline in Zendesk Talk, incoming calls are automatically routed to voicemail. This ensures that no calls are missed even when no agents are available. However, if all agents are marked as away, the calls will continue to be…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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