Ticket Handling During Call Transfers in Zendesk Talk
What happens to the ticket when a call is transferred in Zendesk Talk?
When a call is transferred in Zendesk Talk, the existing ticket associated with the call automatically opens for the next agent who takes the call. This ensures continuity and that all relevant information is available to the agent handling the call.
Additionally, a note is added to the ticket indicating that the call was transferred, and the ticket is assigned to the new agent. This helps maintain a clear record of the call's journey and ensures that all interactions are documented.
More related questions
How can I transfer a call to another agent or group in Zendesk Talk?
Transferring a call in Zendesk Talk is straightforward and can be done to another agent, a group, or an external number. After answering or making a call, the associated ticket opens automatically. You can click the transfer button from the ticket…
Can I transfer calls with a Talk Legacy plan?
No, you cannot transfer calls with a Talk Legacy plan. To enable call transfers, you need to upgrade to a Talk Team plan or higher. This feature is essential for managing calls efficiently, allowing you to transfer calls to other agents, groups, or…
Are there any charges associated with transferring calls in Zendesk Talk?
Yes, there are charges associated with transferring calls in Zendesk Talk. When you transfer a call, charges continue to apply to both the incoming and outgoing call legs. This means that for the duration of the call, you will be charged for both…
Can I transfer a call to an external number in Zendesk Talk?
Yes, you can transfer a call to an external number in Zendesk Talk. To do this, you need to dial the external number, including the country code. Once the receiver picks up, the Transfer option will appear, allowing you to introduce the caller…
What should I do if the call transfer interface doesn't match the described process?
If your call transfer interface doesn't match the described process, there might be settings affecting it. For instance, if you have multiple agents with the same name, you may need to type out the full name to find the correct agent. Additionally,…
Is it possible to transfer calls back into the IVR in Zendesk Talk?
Currently, transferring calls back into the IVR in Zendesk Talk is not directly supported. If a customer selects the wrong IVR option, you might consider using a workaround, such as transferring the call to a dedicated number that routes back into…
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