Can I disable automatic ticket creation for calls?

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10 Comments

  • Thomas de Silva
    Community Moderator

    Hi Ricardo.

     

    Good post!

     

    It is possible, however, to auto solve Talk tickets by automation or trigger.

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Ricardo
    Zendesk Community Team

    Hello Thomas!

    Thanks for the feedback.

    You can definitely use business rules to auto solve Talk tickets. The rule would have the following conditions:

    Meet ALL of the following conditions

    Ticket is Created

    Meet ANY of the following conditions

    Channel Is Phone call (incoming)

    Channel Is Phone call (outgoing)

    Actions

    Status Solved

    That is, in fact, a good addition to the article. Thanks!!

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  • James Lemire

    Is it possible to disable automatic ticket creation by using Talk Partner Edition? My other question is that if I use a trigger to automatically close the created ticket, how do I save the call recording on a separate ticket that I'm going to create using the API?

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  • Brett Bowser
    Zendesk Community Team

    Hey James,

    There's no way to disable automatic ticket creation for calls using the Talk Partner Edition. As for the call recording, this would really depend on the integration you're using with Talk Partner. Since the call recording wouldn't get added until after the call has completed, you don't want to close the ticket before that. Once the ticket is closed, the recording won't be added to the ticket itself.

    Your best option would be to set up a checkbox that your agents can select after the call. When the checkbox is toggled, a trigger can fire and close the ticket. You should still have access to that recording within that ticket which should prevent you from needing to create a separate ticket for the recording. I double-checked with one of our Talk Experts and it doesn't look like there's a way to add the call recording to a separate ticket at this time.

    Let me know if the above doesn't make sense.

    Cheers!

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  • James Lemire

    Thanks for the clarification, Brett!

    I have another question for you. Can we initiate a call to Zendesk from Twilio through a SIP protocol rather that PTSN? We're passing the phone call through Twilio and trying to add customer information to the ticket that is automatically created in Zendesk during the call. The purpose is to serve as a 'pop up' and give the agent customer information for the call. We're not able to do this by pulling the customer profile based on phone number because all of the calls that are coming in are from our same Twilio number. 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello James Lemire,

    As our base product stands, this currently is not possible. I would recommend reaching out to our product feedback forum so our devs can consider this as a feature update for the future. 

    Best regards. 

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  • Shyam Reddy

    Hey Brett,

     

    I just wanted to understand if there is a way to stop the auto-pop up functionality of the call tickets. We work on emails and calls simultaneously and while working on emails, when a call ticket pop-up, it breaks the flow of drafting the email. I totally understand that we cannot disable the call ticket creation but all i am looking for is if there is way that the call ticket does not pop up on screen while the ticket is still created in the background and lies in our que. Just wish to stop the notification of the new ticket creation.

     

     

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  • Gail L
    Zendesk Community Team

    Hi Shyam,

    I get where you're coming from. The only way to block the pop up though is not be "online" for calls, it will pop up if you're available to be routed a new call. Your best option here is probably the "away" status when you need to focus on a written response, then you can go back to grabbing calls from the queue when you've gotten it sent off.

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  • Shyam Reddy

    Hi Gail,

     

    Thanks for the clarification. The thing is, we have to multi-task. We work on emails and calls at the same time, where we cannot go offline on calls while working on emails. Also, its not that we have to respond to only a specific number of emails. Till the time we are available for emails, they keep pouring in. So, i wish to figure out a way where the pop up call tickets do not break the flow of email writing.

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  • Gail L
    Zendesk Community Team

    Hi Shyam,
    I want to quickly breakdown the difference between "offline" and "away" here. The difference is that when you are marked as "away" calls still queue because the assumption is that you'll be back online soon, whereas if you go "offline" and no other agents are available to take the call either the call will automatically go to voicemail without keeping the caller in the queue. You'll only be able to stop the pop-up if you are not marked online, that is expected behavior (the product is built to prioritize the live call in this scenario).
    You may need to have your team approach this from a wider workflow perspective. We try to make sure that our team here at Zendesk has some dedicated time for email tickets separate from time spent on calls or our live chat support everyday, which improves our teams ability to work through both follow ups and new email tickets. When the team doesn't have that time, our email response times suffer. Your team might want to test whether that model improved overall efficiency by giving people the ability to focus on the more complex responses without being interrupted by a call.

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