Summary: ◀▼
When you answer or make calls through the console, a ticket is created and linked to the caller's profile. Inbound calls or voicemails generate new tickets unless linked to an open ticket ID. Outbound calls create tickets unless initiated from the ticket composer. Tickets include call details and optionally recordings or transcripts. You can merge new tickets with existing ones if the call relates to an ongoing issue.
When an agent answers or makes a call through the console, Zendesk creates a ticket. The ticket is associated with the calling number in either an existing end-user profile or a new profile that uses the calling number as the direct line. This article describes the circumstances where Zendesk creates and doesn’t create new tickets on calls and how profiles are linked to tickets.
This article contains the following topics:
Understanding how calls become tickets
On inbound calls, Zendesk creates a new ticket when an agent answers a call or when an end user leaves a voicemail, unless the zendesk_ticket_id contact attribute is set in the contact flow. When Zendesk receives the zendesk_ticket_id of an open ticket, the call or voicemail is associated with that ticket. If the zendesk_ticket_id corresponds to a ticket that doesn't exist or that is closed, then a new ticket is created.
On outbound calls, Zendesk creates a ticket unless the agent initiates the call from the channel switcher in the ticket composer. If the agent initiates a call from the console or from an end-user profile, Zendesk creates a new ticket. For more details, see Making outbound calls in Contact Center.
When a ticket is created, it contains details about the call or voicemail including:
- Overview
- Direction: inbound or outbound.
- From: caller phone number.
- To: destination phone number.
- Date: weekday, month and day of month.
- Caller information
- Type: phone, mobile, or SIP.
- Queue name: name of the queue in Amazon Connect.
- Post call
- (Optional) Recording consent: whether the caller opted in or out to the recording of the call.
Optionally, depending on the configuration, it can also contain:
- A recording of the call, which may be redacted.
- A transcript of the call, which may be redacted.
- With the Copilot add-on, a summary of the call transcript.
Merging tickets when a call is about an existing ticket
Sometimes, callers might contact you about an issue already covered in an existing ticket. To handle this situation, complete the call and add comments as needed to the new ticket. You can then merge the new ticket with the existing ticket.
The phone number shown at the top of a ticket is the phone number that caused the ticket to be created. When you merge two tickets that both have voice comments, Zendesk shows the number associated with the ticket you merge into. For details, see Merging tickets.