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Identifying Callers in Zendesk Talk

Find out how to configure direct lines to identify callers in Zendesk Talk for better support.

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 predictive support model. After a call, check for duplicate end user records to ensure accuracy.


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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…

How can I exclude tickets for missed or dropped calls in Zendesk Talk?

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What is wrap-up mode in Zendesk Talk and how should I use it?

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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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