Number used for outgoing calls from a ticket
AnsweredIn fact, when calls are made from a ticket, the outgoing number noted first in the list is always dialed, regardless of whether another is selected in advance.
The outgoing number can only be dialed manually if the call is made via the "Enter number" menu item. This opens the Talk widget, where the phone number must be inserted manually.
This is not really purposeful for assigning the correct contact person. The call must be made from a ticket, otherwise a new ticket will be created and not noted in the same ticket.
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Official comment
Hi Andreas,
When initiating a call from a ticket — and I agree, you should always do that when possible — you can either call the end-user directly (kind of a "one-click call") or enter their number manually. The first option will open the call console and, as a rule of thumb, will initiate the call immediatelyusing the same outbound line dialed by the user; the second option will open the call console where, after typing the user number, you can select the outbound line you wish.
Please check ourbrand new articleabout this topic; there are a few exceptions to the rules above that may affect your experience.
Thanks! -
Hi Widson,
谢谢你的feedback. However, I still don't quite understand the procedure why when calling from a ticket, the top number is used as the call number otherwise. Entering the number even if it is just copying costs a lot of time for the agent in the long run and is also error prone. Is this item on the Zendesk roadmap? I can imagine that a lot of customers already want this as it must be self-evident. With this solution, calls from a ticket are not really practical and we might have to look for another solution which I think is a shame as Zendesk otherwise meets all the requirements for us
Cheers
Andreas -
Hi Andreas,
Rest assured that we will be making improvements in this area soon. To make things clear, though:
Assume that a customer with the number+555-5555has called the company online 001and that has created a ticket in Zendesk. Assume line 001 is enabled for outbound calls.Then, when initiating a call from that ticketthe system will automatically dial the number +555-5555 using the line 001,notthe top line on the lines picklist. The idea behind this logic is that your customer expects to be called back on the same line they called in before.
If you want to call your customer on a different line than the one they called you in, you still can do it by opening the user profile on the right sidebar and clicking on their number; this will initiate the outbound call via thelastline used (again, not simply the top one). You won't have to type anything, but this will create a new ticket.
Again, there's sure room for improvement when comes to placing outbound calls, and we will be taking your feedback very seriously, but I hope this explanation can help.
Best regards,
Widson
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