Handling Digital Line Calls in Zendesk Talk
What happens when a call comes from a digital line in Zendesk Talk?
Calls from digital lines in Zendesk Talk are always added as 'Caller Unknown'. This means that the system will create a new user named 'Caller Unknown' for each call from a digital line, and a Support ticket will be created with this user as the requester. This is part of the standard process for handling unknown callers in Zendesk Talk.
More related questions
How does Zendesk Talk handle calls from unknown numbers?
Zendesk Talk automatically creates a new user for each call from an unknown number. When a call comes in from an unknown number, Talk creates a new, unique user in Zendesk Support and generates a Support ticket with this new user as the requester….
What are the best practices for managing unknown callers in Zendesk Talk?
To manage unknown callers effectively, try to identify the caller and update the ticket requester to the identified user. If the caller is identified, update the unknown user’s attributes with the caller’s details. If a ticket is reassigned to an…
How can I prevent a large number of unknown users in Zendesk Talk?
To prevent accumulating a large number of unknown users, agents should identify callers and update the ticket requester to the correct user profile. If a ticket is reassigned, delete the unknown user to avoid having 'orphaned' users. Regularly…
Why might Zendesk Talk not recognize a customer's phone number?
Zendesk Talk may not recognize a customer's phone number if it doesn't match the E.164 format. Ensuring that phone numbers are formatted correctly can help Talk associate calls with the correct customer profiles. If issues persist, it might be…
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