The Callback request feature allows you to enhance customer experience by reducing wait times and frustration in IVR queues. In this guide, you’ll learn how to activate this option so callers can press the # key to request a callback, and how to automatically log these requests in Zendesk.

Set up callback requests in your IVR queue

1. Activate the callback request option

As a Ringover Admin, you can easily enable this feature directly within your existing IVR setups.

Go to IVRs page.
Open the IVR you wish to edit.
Open the IVR queue where you want to propose the callback option.
Activate the Toggle "Callback requests" in the call queue options.

- In the IVR: customers can dial "#" on their keypad if they want to exit this queue and request to be called back.

- In Zendesk: a ticket will be automatically created with the tag "callback_ringover". You can use this criteria to set further automations in your CRM, like assigning it to the right user group, to ensure maximum reactivity.

2. Activate the "Automatic callback when agent is available" option

If you activate the "Automatic callback when agent is available" option (Advanced plan) :

Your contacts can leave the queue and request a callback. With a Zendesk integration, a ticket is automatically created. Otherwise, a callback is triggered as soon as an agent becomes available.
The agent identifies the callback thanks to its purple color and the indication displayed on the dialer.
When answering the call, the incoming call automatically turns into an outgoing call to the customer who requested the callback.

3. Apply a custom tag on Zendesk tickets

If you need to use a specific tag for your tickets, you can customize this in your integration settings.

Navigate to your Dashboard.
Go to Integrations.
Look up Zendesk.
Click "Configure".
Add your custom tag name next to "IVR callback ticket tag" in the integration configuration panel.

🎉 You now know how to set up the Callback Request option and can improve service responsiveness for your customers!