Question
Why are some tickets showing as Abandoned in Voicemail in my Zendesk Talk history when the voicemail is switched off?
Answer
Occasionally under the Ticket details section of the Talk History tab, you can see some calls with a completion status of Abandoned in Voicemail, despite voicemail being disabled for that number. When the end user is presented with the Greeting (voicemail off) and hangs up before the greeting is completed, that call shows as Abandoned in Voicemail.
For more information about the History tab, see Viewing your Zendesk Talk usage and credit history.
3 Comments
Hey Jessica,
Hoping you can help out. When the call goes past the greeting its classed as completed with the VM switched off. So because this isn't classed as abandoned it doesn't create the ticket.
Is there a way these calls can create a ticket as we want to look at an overall view of how many tickets our Support team are offered in one query?
Thanks
Ollie
Hi Oliver Cyples -
It's not the perfect solution, but have you considered turning voicemail on with a message to the effect of "No one is available at this time - please try your call again later. *BEEP* " - At this point the caller would probably hang up, but Zendesk would most likely create a ticket for the 2 seconds of dead-air it took them to hang up the phone (?)
Brandon
This sounds like either a bug or poor design. Why not correctly categorize these abandon calls, as "Abandoned in Greeting"?
Please sign in to leave a comment.