• Offizieller Kommentar

  Jenny Gillett

  • 10. Januar 2017 10:30

  Zendesk Product Manager

  Hi all, 

  We are happy to announce that Zendesk Talk can now create tickets for abandoned calls. 

  Here is the documentation on how to set it up. 

  Thanks

  Jenny

• Jake Bantz

  • 28. Dezember 2015 19:53

  Zendesk Product Manager

  Hi Lingke,

  Currently if you are using Zendesk Voice, there is not a way to have abandoned calls result in tickets. Tickets are only created when the customer has "completed" the call. Ideally when they have spoken to an agent or left a message for you to return.

  I did want to point you at this product feedback submission where Neil, one of our Product Managers, has left some feedback on such a feature.

  Hope this helps!

• Neil Weldon

  • 13. April 2016 12:01

  Zendesk Product Manager

  Hi all,

  I'm starting a beta for the creation of tickets for abandoned calls. It's currently limited to Advanced Voice customers only. Anyone interested may sign up with the form here.

  Thanks

  Neil 

• Albert Mai

  • 18. Februar 2018 05:01

  Hi Jenny Gillett,

  I clicked on the link you sent but cannot access it.

  Hi Nel Weldon,

  I think my Talk tier has abandoned call feature. I can't see Advanced tier in pricing page for Talk (https://www.zendesk.com/talk/pricing/)

  How do I automatically create a new ticket for abandoned call?

  Thanks,

  Albert

• Neil Weldon

  • 19. Februar 2018 09:43

  Zendesk Product Manager

  Hi Albert, 

  The announcement is over a year old so will have been archived. Tickets for abandoned calls is a per number configuration. More details may be found by following this link 

  https://support.zendesk.com/hc/en-us/articles/115015626027-Managing-individual-number-settings#topic_v3k_rf3_ccb

  We did rename the Advanced Plan to Professional a number of months ago.

  Thanks

  Neil

• Francois Spinnael

  • 15. Dezember 2020 13:42

  Any idea, how the abandonned calls reacts ? 

   

  We have 5 phone numbers, for 1 of the phone numbers the abondonned calls ticket creation is active.

  What will the behavior be? 

   

  To who will the created ticket being assigned ?

  How can we force the assigment to a specific group ?

   

• Elissa Tikalsky

  • 13. Januar 2021 21:01

  Zendesk Digital Resources Team

  Hello @...,

  How the tickets get assigned depends on your support settings for auto assigning to groups or individuals or the like. 

  If you want those calls specifically to be assigned to a certain group, you can create a trigger using the tag "voice_abandoned_in_ivr" to make all tickets with that tag assign to a certain group.

  

  See more about routing tickets in these articles:

  • Routing options for incoming tickets
  • Creating triggers for automatic ticket updates and notifications 

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.