general community

Is there a way to have “back-up” agents available for Talk without messing with groups?

08 May 2026 1 source

Zendesk

So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled to take calls. Ideally we’d like to have an overflow rule where an extra backup agent could be online all day, but to which calls would only be routed if both agents on the main line are busy (or if there are X amo

Sources

Is there a way to have “back-up” agents available for Talk without messing with groups?

Reddit r/Zendesk 08 May 2026

So we have our main inbound phone line, and our daily shift sees 2-3 agents scheduled to take calls. Ideally we’d like to have an overflow rule where an extra backup agent could be online all day, but to which calls would only be routed if both agents on the main line are busy (or if there are X amo