Talk for Zendesk agents

This article describes Zendesk functionality for LeadDesk Talk agents.

Logging in to LeadDesk Talk
Taking an inbound call
Starting an outbound call
Call logs in ticket
Sending out SMS
Call control options and recordings

Note: We'll assume that you've been granted a LeadDesk Talk agent account and that you've been granted access to the Zendesk app (Zendesk group policy). Please contact your manager if you are missing access to either.

Logging in to LeadDesk Talk

From the top right of your Zendesk environment, open the app by clicking on the LeadDesk logo . A pop-up will present you with the login screen. Here you can either log in with your username and password, or if instructed by your manager, use the Microsoft / Google Single Sign On button underneath. 

Forgot your LeadDesk password? Not a problem! Underneath the Log in button, you'll find a Forgot your password link (not available for SSO users).

Taking an inbound call

When you've logged in, you will not instantly get inbound calls pushed towards you. In your Talk interface press the green Start button, to indicate that you're ready for calls. The Start button will now become a Stop button, which when clicked causes you to no longer receive inbound calls. The timer on the Start / Stop indicates how long you've been available for inbound calls.

Calls waiting in queue for service are offered to agents as:

• The agent(s) with the highest inbound skill points will receive the call first.
• If there are several agents with the same amount of inbound skill points, the agent with the longest idle time will receive the call first.

When the call lands with you:

• A ringtone will be audible in your headset,
• Talk will pop open, showing the customer's phone number,
• Talk will show all known tickets linked to customers (Zendesk end-users) who have the number linked to their contact details. Note: a phone number can be linked to more than one end-user. 
  
  • You can freely click through the different tickets to review their contents.
  • You can use New ticket if this concerns a new request.
  • You can use Skip selection to not register a ticket (optional).
  • Once the call disconnects, the call will be linked to the ticket that you have selected in Talk.
    If you did not yet select a ticket, you will have to make your choice before continuing to the next call - you will not be offered a new inbound call until this is done.
• You will be able to Reject or Answer the call with the call control buttons,
  • Clicking the Answer button will instantly open the phoneline.
  • Clicking the Reject button will not have any impact for the customer. The call will be moved to the next available agent. If you are the only available agent, the call will come back to you after 20 seconds.

Once you've ended your call and made your ticket selection, the call will be automatically logged to the ticket. See call logs in ticket.

Starting an outbound call

Starting a call from a ticket

To start a call, open up the customer ticket that you'd like to address.
From the ticket's reply menu, you can find all numbers that have been linked to the customer's card. If multiple numbers are present, you will see all options available.

Click the number to start the call. Your Zendesk administrator can set whether or not the call instantly starts when the Call button is pressed. If not instantly started, use the green Call button to initiate the call. Note how the linked ticket shows in the Talk menu.

Starting a call without an existing ticket

From the end-user's card, click the phone number in the contact details and press Call this number.
This time around you will note that you can select all available tickets linked to the number in the Talk menu. Select the relevant ticket, or click New ticket to start a new case. Choosing an existing ticket or creating a new ticket is mandatory.

Once you've ended your call and made your ticket selection, the call will be automatically logged to the ticket. See call logs in ticket.

Adding new phone number to the customer

To add a new phone number, open up the Zendesk end-user card. In the contact information section, use the + add contact option to add a new number. 

Call logs in ticket

When a call is made, call data is pushed into the ticket automatically after the call is closed (and the call result is selected).

• Call recording player (optional).
  If "log call recording" is checked in the app settings, an audio player is present and allows you to review the call recording. Note that access can be restricted.
• From
  • Inbound call: the number used by the customer to call in with.
  • Outbound call: the number used by the agent to call to the customer.
• To
  • Inbound call: the DID called by the customer.
  • Outbound call: the number the agent called to.
• Time
  The date-timestamp the call was started (<Month dd, YYYY at hh:mm:ss>).
• Length
  The duration of the call (<mm minute, ss seconds>).

Sending out SMS

If your administrator has set up sending out SMS, either for an unanswered call, or linked to a call result, you will be able to review and modify its content before sending it out.
If sent out, the SMS is added as an internal note into your ticket.

Call control options and recordings

During a call, you will have various call control buttons available:

• Call recording toggling
• On-hold and mute
• Divert options: internal or external divert, either via assisted or blind transfer.

To learn more, please refer to our Talk articles.