Announcing the ability to set an additional ringtone speaker for Talk

Announced on | Rollout starts | Rollout ends
March 14, 2025 | March 14, 2025 | March 17, 2025

We are pleased to introduce a new feature that allows agents to select the device on which their ringtone plays for incoming calls. This enhancement ensures that agents can step away from their computers without missing a call, as the ringtone can now be heard through an external device such as a speaker or Bluetooth headset.

Important: Currently, this feature is only supported when using the Google Chrome web browser.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

We've added a button at the top of the Talk console that lets agents choose which device plays the ringtone when a call is received.

When an agent clicks the button, all audio devices connected to their computer are displayed. The browser's default device, which is where the conversation happens, is automatically selected and cannot be changed. However, agents can choose one or more additional devices to play the ringtone. Once selected, a test sound plays through all chosen devices to confirm the selection.

The browser remembers the agent’s choice, so agents don't need to reselect the devices when they sign in again. While there's no need to refresh the page when connecting a new device, agents might need to close and reopen the dropdown for it to appear.

Why is Zendesk making this change?

We recognize that agents need the flexibility to briefly step away from their headsets without worrying about missing a call. This feature ensures that they can do so confidently.

What do I need to do?

The feature will be available to all Talk customers when the rollout finishes. For more information, see Receiving incoming calls.

If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.