Handling Incoming Calls in Zendesk Talk
What should I do if I can't take an incoming call in Zendesk Talk?
If you can't take an incoming call in Zendesk Talk, it's best to decline it rather than letting it ring out. Talk automatically routes calls to the first available agent, and if the call isn't answered within 30 seconds, it moves to the next available agent. By declining the call, you help the customer get connected to another agent more quickly, improving their experience.
More related questions
How can I manage my availability status in Zendesk Talk?
To manage your availability status in Zendesk Talk, you need to manually set yourself as offline or away when you're not working. This is important because Talk does not automatically change your status if your screen is off or your computer goes…
How can I exclude tickets for missed or dropped calls in Zendesk Talk?
In Zendesk Talk, every call generates a ticket, even if the call was dropped or the customer hung up. To exclude these tickets from certain processes, such as automated notifications or surveys, you can use a specific macro. This macro prevents…
How can I identify callers in Zendesk Talk?
To identify callers in Zendesk Talk, configure a direct line for each user profile. When a call comes in from a number listed as a direct line, the system automatically sets the requester and organization on the ticket. This helps move towards a…
What is wrap-up mode in Zendesk Talk and how should I use it?
Wrap-up mode in Zendesk Talk allows agents to complete post-call tasks, such as logging tickets and making notes, after a call has ended. This mode might be disabled in your instance, so check with your admin if you're unsure. If using wrap-up…
How can I support multiple languages in Zendesk Talk?
To support multiple languages in Zendesk Talk, agents can choose which phone line to use for outbound calls. From the drop-down list next to the dial pad icon, select the desired outbound number. This ensures the customer sees the correct incoming…
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