Talk automatically creates a ticket in Zendesk Support for most calls. Use this article to understand how Talk calls become tickets.
About tickets created from calls
- When you accept an incoming phone call
- When you place an outbound call from the Talk console, and the call is answered
- When a caller leaves a voicemail
Additionally, you can control whether calls that are abandoned (for example in the queue, IVR, or voicemail) result in a ticket being created. For details, see Managing Talk number settings.
If you place an outgoing call from an existing ticket, a new ticket is not created. Call details are added to the existing ticket.
- The number the call was made from and the number from which it was received.
- The time of the call and its duration. The Length of phone call time shown in the ticket includes talk time and events that were not recorded, like hold time, transfer time, and time spent in the queue.
- The name of the person who made the call and the person who answered the call.
- If available, the location of the caller.
- If configured, a recording of the call. You can configure Zendesk Talk to prevent users from accessing the live call recordings (see Enabling Zendesk Talk and configuring general settings). If your administrator has allowed the recordings to be accessible, the user can click a link to the recording from the notification email to hear it. You can delete recordings from tickets, by clicking the delete recording link (see Deleting recordings from tickets).
You can add comments to the ticket and update the ticket properties during the call.
Understanding how phone numbers are linked to end-user profiles
- If the caller is an end-user with an existing profile, and calling from a number already added to the profile, their existing profile is set as the ticket requester.
- If the number has not yet been added to a profile, a new profile is created using the calling number as the user name.
- If the call comes from an unknown caller (for example, a call from a digital line or a call from someone who has blocked their number), Talk will create a unique ID for each call and associate it with the ticket. You can then use the information from the ticket and call recording to match the ticket to an existing user, or create a new user. For details, see Understanding how Talk handles unknown callers.
- Direct lines are used to identify a user. When you add a unique number to a user's profile, it's automatically set as a direct line. If the caller is an existing end-user calling from their direct line, the user's existing profile is set as the ticket requester. Users can have more than one direct line.
- Shared numbers are linked to multiple user profiles. If a number that is already being used as a direct line number is added for another user, it becomes a shared number in that user's profile. When you make a call from the shared number, the call will be associated with the original caller who owns the direct line.
When receiving a call, Talk checks to see if a user is associated with the number that is calling. If no user has the number as a direct line (for example, if it’s been deleted from the user), then a new user will be created using the calling number as a direct line. The number will no longer be associated to any users that have that same number as a shared number. A user can have only one shared number on their user profile.
To add a number to a user's profile
- In Zendesk Support, click the Admin icon (
) in the sidebar, then select Manage > People.
- Select a user and click edit.
- In the user's profile, click + add contact and select Phone.
- Enter a phone number for the user. If you have phone number validation enabled, this number must be in E.164 format.
- To add additional numbers, repeat steps 2-4.
Merging users
Calls received from new, unknown users generate new end-users that are identified only by the telephone number they're calling from. Unknown users might already have a user account if they're using a telephone number that they haven't added to their user profile. In this case, you can merge the new user account with their existing user account. For more information, see Merging a user's duplicate account.
When merging users, all phone numbers that the merging user has will be added to the receiving user. The only scenario where a number is discarded during merging is when two users both have a shared number. Because you can only have one shared number, in this case, the shared number of the merging user will be discarded.
Merging tickets when a call is about an existing ticket
Sometimes, callers might contact you about an issue for which a Zendesk Support ticket has already been created. 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 merging two tickets that both have a voice comment, the number that caused the creation of the ticket being merged into will be shown.
For details, see Merging tickets.
28 Comments
Can numbers be added to an organization as a direct number so that a company's main outbound caller ID is associate with the organization instead of one of it's employees? Or are we going to have to create a user that is really the organization so that tickets don't automatically get assigned to the first person from that company that called in or has the company number set as a direct number?
Did I read it correctly that users can only have one shared number? What about companies that have multiple outbound caller IDs?
Can we add labels to each number (i.e. Home, Work, Cell)? I do not see any way to differentiate the numbers. The current setup makes SMS very difficult if you do not know which numbers can receive SMS messages.
This feature is long awaited... Good to see it's finally here.
Is it possible to import extra numbers via .csv or do we have to add them to 200+ users manually?
Now: Labels, labels, labels... for phonenumbers!
Amazing why that is not a thing in Zendesk, as every other software on the planet have labels...
Hi,
Do voicemails are obligatory created as new ticket with status "open" or is it possible to get them marked as "New"?
Actually I would like that voicemails create tickets marked as new and visible in a view with all other tickets marked as new (via mail, Web form, Web widget) and not assigned to an agent.
Currently all voicemails create tickets marked as open and are automatically assigned to the talk agent who is the our list of talk agent.
I checked my triggers to see if there was one that makes it works like this but I didn't find.
I prefer to ask if voicemails can have the status new before to go further in the trigger settings in vain.
Thanks in advance for your hep.
Hi Sylvain!
This is actually an interesting question...I'm not totally sure what the answer is. I'll see if I can find out for you!
Hi Sylvain,
By default Voicemail tickets are created as New without an assignee. I suspect you may have a trigger auto assigning them. You can check this in the tickets event logs. This article explains how to do so: Viewing all events of a ticket
If you're still having trouble finding out why these voicemails are auto-assigning please feel free to reach out to us at support@zendesk.com and we can take a look.
Thanks for your question!
Hello,
How can we import (via Bulk Import csv file) additional phone numbers? How would one distinguish landline phone # vs. cell phone number?
Thanks,
Niloufar
Hi all: D!
Is it possible to create a new ticket by the Talk Partner Edition API, setting the requestor by the caller's number?
I did some testing, but I can not do that, when I set shared_phone to false and try to create a ticket, I get an error message that the number is already being used by a user in my Zendesk.
Anyone here have the same question?
Cheers!
Hi Niloufar,
I guess that possible create multiple user identifies:
https://developer.zendesk.com/rest_api/docs/core/user_identities#create-identity
Cheers!
Hi Matheus!
It is absolutely possible to create a ticket using the Talk Partner Edition API and set the requestor as the caller's number. To help you through the process, I would recommend reviewing the CTI Developer Guide below:
https://zendesk.app.box.com/v/CTI-dev-guide
As well as Zendesk's Talk Partner Edition API documentation linked below:
https://developer.zendesk.com/rest_api/docs/voice-api/talk_partner_edition#create-ticket
I hope this helps.
Cheers!
I want to know how can I configure talk to create a ticket for missed calls or calls when the agents are not availables.
Hello Mayber, You can enable a setting within the phone number itself called Create tickets from abandoned calls:
Hi Ben, thank you for your answer.
But what I'm really consulting is for the creation of a ticket for this 2 scenarios:
1. I have agents available but they do not pick up and the time limit waiting is reached. For the client, the call is disconnected that's it. That's classific as a missed call, we a follow-up ticket for that client to make sure agents call them back
2. There's a number of calls we receive out business hours, that client only receives the message that no one is available to answer. The next day my agents have no way to know they've called and how to reach to them
Hey Mayber,
That's a helpful clarification!
A teammate shared these more specific definitions for Missed and Abandoned calls:
A "missed" call is a call that connects to an agent, but the agent doesn't accept or decline before the call returns to the queue. This status only applies to the agent leg of a call.
An "abandoned" call is a call where the customer hangs up before being connected to an agent or voicemail. This is an overall call status; it does not apply to a call leg.
With this understanding, both of your examples should be considered missed calls and should create tickets with the change in your settings.
Hi,
Is it possible for the IVR option chosen by the end user to populate within the call info within the ticket?
Example below:
Menu: Tech Support / Activate Point of Sale Support
Hey Quinton,
At this time, you cannot pull that information into the ticket.
This would be an interesting feature request if you would care to post this in our Product Feedback Forum though! https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback
Is it possible to have Zendesk recognize the caller's organization based on the number that is being called?
Hi Daniel,
The only way for Zendesk to determine what organization the caller belongs to is if the number is associated with an end-user profile and that profile is associated with an organization. There wouldn't be a way to determine this otherwise. You can find out more information on user organizations here: About organizations and groups
Let me know if you have any other questions :)
I am also dealing with this issue
Can numbers be added to an organization as a direct number so that a company's main outbound caller ID is associate with the organization instead of one of it's employees? Or are we going to have to create a user that is really the organization so that tickets don't automatically get assigned to the first person from that company that called in or has the company number set as a direct number?
I have removed the "direct-line" from the user who keeps getting the received request emails for anyone at this organization, but then I try to re-add the user number with the extension, and it creates a direct-line, then i cannot enable direct-line for the other user who also has an extension
Hello Patrick,
The best process is for this would be to create a new end user (maybe label it - Company A **assign to end user**) with the phone number of the masked phone number from that company. When a user from that company calls in the ticket will be assigned to the end user created, and the Agent should ask their name and then assign the ticket to the correct end user. I hope this works for your needs and let us know if we can help in the future.
Hi Everyone,
can a ticket created from a call be used for further communication? I mean a scenario like this: I call a client and want to send a summary of a call or continue communication. As far as I know, it's not possible to replace old requester (which is phone number) with email address, right?
Thanks!
Jagoda
Hi Jagoda,
You should be able to do this as long as there's an email address associated with the user profile you're calling out to. If there's no email address, you should be able to just add it directly using the following steps: Adding and managing end users
If there's already a user profile that has the email address associated with it, then merging the profiles should also allow for you to follow-up with the caller.
Let me know if the above doesn't make sense as I'd be happy to assist further.
Cheers!
Hi folks,
I am looking to see if a TAG can automatically be added to a ticket that was created because a person left a voicemail? I want to me able to manage these message immediately.
Thanks,
Debbie
Hello Debbie Aylor
You should be able to do this with a simple trigger! I've gone ahead and shared the configuration you should use below, but if you have any issues setting this up, don't hesitate to reach out.
Best regards.
Hi guys,
Would you happen to know why most tickets from voice have the "submitter role" as Agent, rather than end user?
Is this something we can change in our configurations?
Example below.
Thank you!
Hi Edd! That's a strange one! I have a couple questions. Do your agents make outbound calls? Or are all your calls inbound? Are you using Zendesk Talk or a CTI integration with Talk Partner Edition?
Wondering if this can be done (or anyone has a solution to this)
I have multiple lines
Scenario:
When an inbound call is received at a particular line (Zendesk phone number) and the 'call' ticket is created or 'popped' I want that 'popped' ticket to have the correct form associated with that Zendesk line (number) already selected for the agents.
EG:
From my investigation there is no way to 'id and workflow' an incoming call ticket from the specific incoming line (number). Is that true?
Would love to know if anyone has a solution. This would help our use case quite a bit.
Thanks
Chad
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