**Zendesk Talk

Starting the Day

1. Log into Zendesk
2. Click on the Zendesk Talk phone widget
3. Select ‘Online’ to go available and start receiving calls

Switching Statuses

• Be ‘Online’ as much as possible
• Switch to ‘Away’ only during:
• 2+ calls
• Outbound calls
• ‘Offline’ should only be used once a shift has ended for the day

Use Tymeshift for all other changes such as break, lunch, R&R, etc.

ZD Talk will automatically update to ‘Away’ status once TS is updated!

Receiving Calls

1. Ringtone will sound to alert of an incoming call
2. A 30-second timer will start to countdown
3. Click ‘Accept’ (there’s no auto-answer)

Outbound Calls

1. Open the ZD Talk widget
2. Click the dial pad icon
3. Enter the phone number for the call
4. Click the number dropdown and select the callout number
5. Click ‘Call’

Callback Requests

• A callback will appear as shown here
• Click ‘Call’ to initiate the callback

A callback must be answered within that 30 seconds. Avoid clicking ‘Decline’.

Ending Calls

Click the ‘Hang up’ icon from within the widget OR in the floating bar in the ticket.

Wrap Up!

A 60-second countdown will start after a call is ended.

This is a great time to add some ticket notes in, if needed!

To go available for another call:

• Click ‘Available to take new calls’
• Otherwise, auto-available kicks in once the countdown is complete

Tickets are automatically created when:

• an incoming call is accepted
• when a call is answered after placing an outbound call
• when a caller leaves a voicemail

How to Mute

Click the ‘Microphone’ icon from within the widget OR in the floating bar in the ticket to mute the call.

Be mindful to only use this feature for sudden, unexpected background noises and not to replace ‘hold’.

Placing User on Hold

Click the ‘Pause Phone’ icon from within the widget OR in the floating bar in the ticket to place the call on hold.

This is ideal for researching cases or when communicating with other team members for assistance.

The user will hear hold music during this time.

Transferring Calls

Click the ‘Transfer’ icon from within the widget OR in the floating bar in the ticket

Person to Person Transfer:

• Type the agent/TL name in the search field & select them (they must have a green dot next to their name)
• This automatically places the user on hold and connects you to the agent/TL
• After chatting with agent/TL, click ‘Transfer’ to send the user over!

External Number Transfer:

These are very similar, but using a number vs. a name.

• Rather than a name, enter the number (including the country code) that the user will be transferred to
• The user is now on hold and when the other line picks up, ‘Transfer’ pops up to send the user over

After clicking ‘Transfer’ in both cases:

The call shows as transferred and the call ticket assignee is automatically updated to the agent’s name that has the call!

Calling Within a Ticket

1. Click the ‘Call’ dropdown from within the ticket
2. Click the ‘Direct line’ icon to call the number displaying, or click ‘Enter a new number’ if another is needed

These calls don’t create a separate call ticket and will simply add the call recording to the same ticket.

Because of this - be sure to only utilize this feature if making a call for that specific ticket and issue.

If a phone number is missing country code:

This feature won’t work properly.

Go into their ZD profile and click ‘add contact’ to add the phone number with the country code for future in-ticket calls!

The Recording!

Once a call is ended - the call recording pops right into the ticket!

Woohoo!