What is this feature?
We're very happy to announce the addition of creating tickets for abandoned calls to the Zendesk Talk Advanced plan.
You can now be aware of every call that has been abandoned.
With this capability we will now create a ticket for each call that has been abandoned in queue, in voicemail or in IVR as long as we have a caller id for the caller. In the case of the caller being ‘unknown’ we will not create a ticket. This capability will allow you to have these tickets in your workflow allowing you to report on, to do a proactive call or other follow up to the customer, supporting a better customer experience.
You can choose to have this enabled by configuring this as part of the phone number configuration. By default this is disabled.
Who can use this feature?
This feature is available to Talk Advanced customers.
How can I configure this feature?
Please follow the link to the documentation on our Help Center where you will find the steps to enabling this feature.