Understanding how Talk calls become tickets

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  • Brett Youngberg

    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?

  • Tom Gaynor

    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.

  • Mikkel

    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?


  • Jakob Peterhänsel

    Now: Labels, labels, labels... for phonenumbers!

    Amazing why that is not a thing in Zendesk, as every other software on the planet have labels... 

  • Sylvain


    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.

  • Jessie Schutz

    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!

  • Stephen Fusco

    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! 

  • Niloufar Lamei


    How can we import (via Bulk Import csv file) additional phone numbers?  How would one distinguish landline phone # vs. cell phone number?



  • Matheus Emmanuel

    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?


  • Matheus Emmanuel

    Hi Niloufar,


    I guess that possible create multiple user identifies:



  • Romona Blackwood

    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:


    As well as Zendesk's Talk Partner Edition API documentation linked below:


    I hope this helps. 


  • Mayber Berroteran

    I want to know how can I configure talk to create a ticket for missed calls or calls when the agents are not availables.

  • Ben Koehler

    Hello Mayber, You can enable a setting within the phone number itself called Create tickets from abandoned calls:

  • Mayber Berroteran

    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

  • Ben Koehler

    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.

  • Quinton Myers


    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

  • Patrick Bosmans

    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


  • Daniel Lian

    Is it possible to have Zendesk recognize the caller's organization based on the number that is being called?

  • Brett - Community Manager

    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 :)


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