Understanding how Talk calls become tickets

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24 Comments

  • Brett Youngberg
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    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?

    6
  • Tom Gaynor
    Comment actions Permalink

    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.

    4
  • Mikkel
    Comment actions Permalink

    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?

     

    1
  • Jakob Peterhänsel
    Comment actions Permalink

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

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

    1
  • Sylvain
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    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.

    0
  • Jessie Schutz
    Comment actions Permalink

    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!

    0
  • Stephen Fusco
    Comment actions Permalink

    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! 

    0
  • Niloufar Lamei
    Comment actions Permalink

    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

    0
  • Matheus Emmanuel
    Comment actions Permalink

    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!

    0
  • Matheus Emmanuel
    Comment actions Permalink

    Hi Niloufar,

     

    I guess that possible create multiple user identifies:

    https://developer.zendesk.com/rest_api/docs/core/user_identities#create-identity

    Cheers!

    0
  • Romona
    Comment actions Permalink

    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!

    0
  • Mayber Berroteran
    Comment actions Permalink

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

    0
  • Benjamin Koehler
    Comment actions Permalink

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

    0
  • Mayber Berroteran
    Comment actions Permalink

    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

    0
  • Benjamin Koehler
    Comment actions Permalink

    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.

    1
  • Quinton Myers
    Comment actions Permalink

    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

    1
  • Patrick Bosmans
    Comment actions Permalink

    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

     

    1
  • Daniel Lian
    Comment actions Permalink

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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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 :)

    0
  • Patrick Bennett
    Comment actions Permalink

    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

     

     

    1
  • Devan - Community Manager
    Comment actions Permalink

    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. 

    -1
  • Jagoda Janiszewska
    Comment actions Permalink

    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

    0
  • Brett - Community Manager
    Comment actions Permalink

    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!

    0
  • roni alfauzi
    Comment actions Permalink

    ron alfauzi banking.0143760626316

    0

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