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Understanding how Talk calls become tickets



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Rob Stack

Zendesk Documentation Team

Edited Feb 10, 2025


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31 comments

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:

  1. Call to +61 3 555 5555
  2. Call accepted by agent
  3. Call ticket 'created' (or 'popped')
  4. Appropriate form is already selected based on the Zendesk line (number) that the call is received at

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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Mackenzie Tyler

Zendesk Customer Care

Hi Chad! Apologies for the delay here.

To set a form at the time of ticket creation based on the Talk number, we recommend leveraging the 'Comment Text' condition in a trigger. When a Talk ticket is created, the ticket description includes a "Call to: ###" string by default. Use this string in the trigger condition to identify these tickets, then add an Action to the trigger to set the desired form. You'll need to create separate triggers for each unique form you'd like to set based on the Talk number.

You can find some helpful visuals to configure this trigger workflow in this article: Can I route Talk tickets based on the received number?

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What is the easiest way for me to add a tag to all phone calls (not just voicemails)? 

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi @... -

Sorry for the delay here.

Generally speaking, having a Trigger that looks for the conditions

Ticket is Created
Channel is Voice

Actions

Add Tag: phone_call

I'm curious as to your use case here, as you may be able to leverage tools like channel in place of tags (especially when looking at Explore).

Hope this helps!

Brandon Tidd
729 Solutions

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Is there a setting so that agents can see call recordings but customers can not?

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi @...

This toggle should set you straight.
You can find it under Settings > Talk.

Hope this helps!

Brandon

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Thanks Brandon, 

 

So if this is unchecked my customers can not see the calls?

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

@... - 

A ticket will still be created that could potentially send a notification to the customer, but the recording itself will not be available to end-users accounts.

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Hi,

I am trying to adjust our business logic so that the Ticket Form used for ticket creation is chosen based on which Group routing is done in our TALK IVR.

Today all incoming calls, regardless of which department they are routed to, uses the same Ticket form, which is less than optimal.

A trigger would look like this:
Conditions:
Ticket is Created
Channel is Phone Call (incoming)
Call IVR destnation is XX
Action:
Form is YY
Group is ZZ

For some reason, the Call IVR destination is not an option in triggers. Any other way to achieve this?

 

Best regards,

Morten Frisch

 

 

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Morten,
 
Thank you for reaching out to Zendesk Support.
 
In regards to your concern, the default ticket form would be selected automatically for tickets that were created from Talk. If you wanted to change the following ticket fields that will be shown in the created tickets from Talk, you can create your own ticket form and add your preferred ticket fields in there and select it as the default ticket form.
 
You can do that by going to the Support page, go to Admin > under Manage, select Ticket forms. From here you can also create the new ticket form and manage which ticket fields should be added, and after that click on the 3 dots and select "Make Default" to add it as your default ticket form.
 

 
Thank you and have a wonderful day ahead!
 
 
Kind regards,
 
 
 

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Hello

Help indicates that

The name of the person who made the call and the person who answered the call.

In my case, the Field is empty

 

Could you please tell me what is the missing parameter or if there is an explanation ?

 

Thanks

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Administrateur -

Is it possible that the caller either hung up, abandoned or left voicemail?  This type of call would not have been answered.

Brandon

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Something our team has been facing more and more frequently lately is a failure to auto create tickets. We use the Five9 Adapter and until very recently every ticket was auto-created as the call commenced. However, now it's inconsistent and seemingly happening at random to agents. This is causing some missed information on the ticket. 

Is there a scenario where if an agent answers the call and has a connection with an enduser where the ticket should not be auto-created? 

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Widson Reis

Zendesk Product Manager

Hi Chris,

The rules for creating tickets when the agent answers the call are configured on Five9 adapter. Unless this configuration has been changed you shouldn't be seeing anything different.

However, if the behaviour is intermittent as you say, it could be that the API calls from Five9 are timing-out due to network issues. My recommendation is that you bring the problem to Five9 Support so they can investigate and ask for our help if necessary.

Zendesk
Product Manager

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Is there a way we can modify the ticket subject for incoming calls to reflect what IVR option the customer selected? Right now it just shows "Phone call from: (requester phone number or name). It would really be of big help if we know which IVR option they pressed. Example. "Sales Phone Call From:***** or  "Suppot Phone Call From:*****"

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Hi Leo Medalla

There is a way to do this but the method is not really recommended.

However, if your IVR routes to a Group, you can see the IVR that the caller has selected in the Phone call modal before the call is answered.

You can also see that if the ticket is assigned to the Group from the IVR, then you know the customer selected Option 1 or 2 as the ticket will be assigned to the matching Group etc.

For this reason it's always good to set a default route as well. (if that link doesn't work - the annoying Zendesk privacy/cookie pop up sometimes breaks highlight links - click here and scroll down to point 10).

Example:

If the IVR route is: 'Press 1 for Accounts' or 'Press 2 for Finance' then the ticket will be assigned to the agent in the selected IVR Group when they answer the call. By looking at the Group in the ticket, you can see what IVR option they selected.

If you'd like to know how to have a ticket subject reflect the selected IVR Option (assigned Group), let me know.

The ticket will be created with a Subject something like: "Accounts Phone Call From - Sue Brand" or "Finance Voicemail From - Sue Brand"

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Lately, my group has been getting Talk tickets from unknown outside numbers. I don't believe we've undergone the full setup to receive Talk tickets. It's plausible that these are just wrong numbers accidentally leaving messages for us (we've received 2 in the span of about 4-5 months). But is there a way to disable this feature, or ensure that a number doesn't even exist for this to be possible in the first place?

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Jason Schaeffer

Zendesk Customer Care

Hi Jake,
 
If you are receiving Talk tickets, you do have a live number in your account. You can delete this number whenever you would like by following the below steps:

To delete a line
  1. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.
  2. Select the Lines tab.
  3. Next to the line you want to delete, click the menu icon, then select Delete.
  • Click Ok to confirm that you want to delete the line.


    I hope that helps!
     

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Is there an update to setting this up? I can't do the trigger based on call details "Calls to" as it looks like you guys have made updates to the system since. Also looks like Mackenzie Tyler linked an article to Can I route Talk tickets based on the received number? but this link no longer works.

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Christine

Zendesk Engineering

Hi Noelle,

I will forward a request to our documentation team to migrate this article. For now, you can refer to the content of the article I'm sharing below:
 

Can I route Talk tickets based on the received at number using triggers and automations?

 

Question

Is it possible to use triggers and automations to route Talk tickets based on the Talk number in which the call was received like you can with emails?
 

Answer

You can identify which Talk line was used to make a call with the Comment text condition in triggers.

 

When a Talk ticket is created, the ticket description includes a "Call To: +1 (800) 867-5309" string. Use this information in the Comment text condition to identify and route Talk tickets.

 

Using the Comment text condition for each phone number you can create a trigger that will run when a ticket is created and the "Call To" string is present for that number.

 

See below an example of a trigger to route voicemails after they have created tickets.

  1. Create a new trigger.
  2. Under Meet ALL of the following conditions, add:
    • Ticket | Is | Created
    • Channel | Is | Voicemail
    • Comment text | Contains the following string |Call to: +1 (408) 849-4271
      My_desk_-_Agent.png
  3. Under Actions, use the Group action to route the ticket to the desired group.
  4. Select Create.
 
Thanks,
Christine

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Hi

I am wondering if anyone has come across this and what the workaround is. We are a B2B and many of our clients display the main number of the business and many of our callers do not have a direct line. So how do you accommodate assigning a phone number for 2+end users when a client calls in? I have read and tested a shared number can only be used for 2 end users and indeed you can only assign it to 2 people.  

 

Does anyone have a workaround? Is there a roadmap to have a shared TN assigned to more than 2 people? Can you provide a rationale behind only being able to share a number with 2 people?

Please advise.

Thanks!

 

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Gab

Zendesk Customer Care

Hi Dana, 
 
You are correct. Shared numbers can only be used for two end users. I'm afraid this is a limitation to the current architecture of the system. 
 
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. 
 
 

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when receiving incoming calls via Zendesk Talk and entering a side conversation, the screen switches and the content is deleted.

If there are any workaround or solutions, please provide guidance.

Thanks!

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Gab

Zendesk Customer Care

Hi 直樹 石本,
 
I've created a ticket on your behalf and will reach out to further check on this. 
 

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Can we populate other data to the ticket when we receive a call from the phone number?
We want to get customer's name by phone number from our service then display it in ticket

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Mike DR

Zendesk Customer Care

Hi Huy!
 
For your use case, your team could create a Zendesk Private App that you can link with your service where it could then display the phone number and customer's name from there.

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Hello,

When we talk about a ticket being created, can we see it in the Support Dataset on Explore, or is it different and can only be seen on the Talk Dataset?

 

FYI it is terrible that Zendesk doesn't allow us to JOIN datasets.

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Brandon Tidd

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Mayra -

Yes, once a ticket is created from a Talk conversation, the resulting Ticket ID can be analyzed as part of the Support Dataset.  Although you can't *join* datasets, per say, you can link dashboard filters across datasets.  For example, you can one time filter to both Ticket Created Date and Call Date to allow reports / queries from both datasets to be updated with one application of a time filter at the dashboard level.  Alternatively, you can also drill-in or add Ticket ID as an attribute on calls (where a ticket exists) inside the Talk dataset.  If you are able to share more about your use case and desire to join the data, we may be able to provide additional guidance.  Hope this helps!

Brandon

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Hello Rob Stack ,

Is there a way to automatically populate the custom ticket fields when a phone call is initiated by an authenticated user, so the agent has all the necessary information and doesn't need to ask for these details during the call? Additionally, is it possible to retrieve the user's username/email after the conclusion of a phone call? This would greatly enhance the efficiency and streamline the process for agents.

Thanks in advance!

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Rob Stack

Zendesk Documentation Team

Hi Eleni Admin I've created a ticket from your question so somebody on the Talk team can help you with this. You should hear from someone soon. Thanks!

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