Trigger to auto-close/resolve VM tickets with short messages

Beantwortet

9 Kommentare

  • Stephen Belleau
    Community Moderator

    Joshua Bentley This sounds familiar! We found a solution for exactly this scenario.

    Create a trigger with these conditions:

    • Ticket is Created
    • Channel is Voicemail
    • Comment text does not contain the following string: Transcription

    Then you can perform whatever actions you like. We set status to solve, add a unique tag, and fill in our category dropdown for reporting purposes.

    2
  • Joshua Bentley

    Thank you, Stephen Belleau! Just added the trigger for all future tickets for which those are true as well as an automation to clean up older tickets too.

    Have you come across a way to rename other phone numbers? For example, one of our IVR choices is to be transferred to Billing. They are an external number (not using Talk). I can see the number of times people are choosing that number, but I have to remember which number is which (or refer to my post-it note), but I want to be able to show that number as Billing always.

    0
  • Stephen Belleau
    Community Moderator

    No problem :)

    Haven't tried anything like that personally! But if the IVR transfer number shows up in that internal comment, you should be able to use it in a trigger condition the same way we're looking for the transcript string. 

    So if comment text contains string: 123-456-7890

    then add a tag or dropdown or something to identify it as Billing? 

    0
  • Joshua Bentley

    Thanks again, Stephen. My 2nd question was (mostly) unrelated. Had to do with more with Explore. Not every number we have goes through Talk so it's not possible to tag all of them. :(

    0
  • Stephen Belleau
    Community Moderator

    Gotcha! Then yes, I think there's a way.

    For your Talk query, create a custom attribute. We'll use the SWITCH function to replace the phone number with something more meaningful. You could just say "Billing" or you could keep the number and just append Billing, like below:

    SWITCH ([Call IVR destination]) {
    CASE "+1 (818) 123-4567": "+1 (818) 123-4567 (Billing)"
    CASE "+1 (800) 234-5678": "+1 (800) 234-5678 (Technical)"
    DEFAULT: [Call IVR destination]
    }

    Hope that gets you what you're after!

    0
  • Sarah Matthews

    Hi, I've followed the steps above to auto-solve tickets with no voicemail, but to no avail.

    I created a trigger with these conditions:

    • Ticket is Created
    • Channel is Voicemail
    • Comment text does not contain the following string: Transcription

    And set the action to add a no_voicemail_message tag and to solve the ticket but it hasn't worked :( Any ideas?

    0
  • Shannon Pesta
    Zendesk Customer Care
    Hi Sarah! Thanks for reaching out! 

    Our inborn system ticket rules state that ticket status cannot be set to Solved without an assignee. Try updating the actions of your VM trigger to assign the ticket to an agent or group of agents. 
     
    Hope that helps! 
    0
  • Monica

    In the vein of short/hang up voicemails, does anyone have ideas for instances where you don't have transcription set up?

    0
  • Neil
    Zendesk Customer Care
    Hey Monica,
     
    This workflow relies heavily on the voicemail transcription as that is the unique identifier being used in the trigger, without the "transcription" all the voicemail tickets will be seen by the trigger as the same tickets.
    0

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