Zendesk Talk How To
Logging In and Out:
This is the equivalent to pressing the "POS Login" button on our current handsets. In Zendesk it is also referred to as being "Online" or "Available" and enables you to receive calls.
- Click the "Talk" icon in the top right
- Click the Offline\Online toggle
Receiving an Incoming call:
The incoming call prompt is displayed as a dropdown from the Talk icon when you have are viewing Zendesk and an alert is also displayed in the Windows notification area regardless of if you are viewing Zendesk or not (where Skype notifications are displayed etc...)
The Zendesk alert shows various information about the incoming call, for example:
When a call is answered, a ticket is generated and this is brought into focus within Zendesk. This allows you to perform various tasks such as:
- Add internal notes
- Mute the call
- Place OnHold
- Transfer the call
- Hang Up
Add Internal Notes:
Mute the call:
This is a toggle on or off. Clicking once will mute and clicking again will unmute.
Place OnHold:
This is a toggle on or off. Clicking once will place OnHold and clicking again will take it OffHold.
Transferring a call:
- Click the Transfer but
Begin typing the Agent's name. The green dot beside the name will indicate if they are available to take a call. Click their name and it will begin dialing this agent. Announce to the agent that you wish to transfer a call and click "Transfer" if they accept.
The call and the ticket is transferred to the new agent.
Hang Up:
Making an Outbound call:
Simply "Talk" icon in the top left and then the "Dial Pad" icon as indicated below.
Please note that you currently must enter the country code and exclude the leading zero on all phone numbers. For example, if I wish to call the standard REX support number it would be as follows: +61731170530
This cannot be changed in the current version of Talk.
When you have completed the number click "Call"
When the calls connects it will create a new ticket and bring it into focus in Zendesk.
Initiating a call within a ticket:
Clicking the following button will allow you to enter a new phone number or use the number associated with the open ticket. When a call is initiated in this way, the call recording is automatically added to the internal notes.
This differs from using the "Talk" icon in the top right as previously mentioned, whereby it will create a new ticket.
