Talk automatically creates a ticket in Zendesk Support for most calls. Use this article to understand how Talk calls become tickets.
About tickets created from calls
- When you accept an incoming phone call
- When you place an outbound call from the Talk console, and the call is answered
- When a caller leaves a voicemail
- When a call enters the queue (only applies for omnichannel routing)
Additionally, you can control whether calls that are abandoned (for example in the queue, IVR, or voicemail) result in a ticket being created. For details, see Managing Talk line settings. This control is not available if you’re using omnichannel routing. With omnichannel routing, tickets are always created for abandoned calls.
If you place an outgoing call from an existing ticket, a new ticket is not created. Call details are added to the existing ticket.
- The number the call was made from and the number from which it was received.
- The time of the call and its duration. The Length of phone call time shown in the ticket includes talk time and events that were not recorded, like hold time, transfer time, and time spent in the queue.
- The name of the person who made the call and the person who answered the call.
- If available, the location of the caller.
- If configured, a recording of the call. You can configure Zendesk Talk to prevent users from accessing the live call recordings (see Enabling Zendesk Talk and configuring general settings). If your administrator has allowed the recordings to be accessible, the user can click a link to the recording from the notification email to hear it. You can delete recordings from tickets, by clicking the delete recording link (see Deleting recordings from tickets).
You can add comments to the ticket and update the ticket properties during the call.
Understanding how phone numbers are linked to end-user profiles
- If the caller is an end-user with an existing profile, and calling from a number already added to the profile, their existing profile is set as the ticket requester.
- If the number has not yet been added to a profile, a new profile is created using the calling number as the user name.
- If the call comes from an unknown caller (for example, a call from a digital line or a call from someone who has blocked their number), Talk will create a unique ID for each call and associate it with the ticket. You can then use the information from the ticket and call recording to match the ticket to an existing user, or create a new user. For details, see Understanding how Talk handles unknown callers.
- Direct lines are used to identify a user. When you add a unique number to a user's profile, it's automatically set as a direct line. If the caller is an existing end-user calling from their direct line, the user's existing profile is set as the ticket requester. Users can have more than one direct line.
- Shared numbers are linked to multiple user profiles. If a number that is already being used as a direct line number is added for another user, it becomes a shared number in that user's profile. When you make a call from the shared number, the call will be associated with the original caller who owns the direct line.
When receiving a call, Talk checks to see if a user is associated with the number that is calling. If no user has the number as a direct line (for example, if it’s been deleted from the user), then a new user will be created using the calling number as a direct line. The number will no longer be associated to any users that have that same number as a shared number. A user can have only one shared number on their user profile.
To add a number to a user's profile
- In Zendesk Support, click the Admin icon () in the sidebar, then select Manage > People.
- Select a user and click edit.
- In the user's profile, click + add contact and select Phone.
- Enter a phone number for the user. If you have phone number validation enabled, this number must be in E.164 format.
- To add additional numbers, repeat steps 2-4.
Calls received from new, unknown users generate new end-users that are identified only by the telephone number they're calling from. Unknown users might already have a user account if they're using a telephone number that they haven't added to their user profile. In this case, you can merge the new user account with their existing user account. For more information, see Merging a user's duplicate account.
When merging users, all phone numbers that the merging user has will be added to the receiving user. The only scenario where a number is discarded during merging is when two users both have a shared number. Because you can only have one shared number, in this case, the shared number of the merging user will be discarded.
Merging tickets when a call is about an existing ticket
Sometimes, callers might contact you about an issue for which a Zendesk Support ticket has already been created. To handle this situation, complete the call and add comments as needed to the new ticket. You can then merge the new ticket with the existing ticket.
The phone number shown at the top of a ticket is the phone number that caused the ticket to be created. When merging two tickets that both have a voice comment, the number that caused the creation of the ticket being merged into will be shown.
For details, see Merging tickets.
Wondering if this can be done (or anyone has a solution to this)
I have multiple lines
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.
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.
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?
What is the easiest way for me to add a tag to all phone calls (not just voicemails)?
Hi @... -
Sorry for the delay here.
Generally speaking, having a Trigger that looks for the conditions
Ticket is Created
Channel is Voice
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!
Is there a setting so that agents can see call recordings but customers can not?
This toggle should set you straight.
You can find it under Settings > Talk.
Hope this helps!
So if this is unchecked my customers can not see the calls?
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.
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:
Ticket is Created
Channel is Phone Call (incoming)
Call IVR destnation is XX
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?
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!
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 ?
Hi Administrateur -
Is it possible that the caller either hung up, abandoned or left voicemail? This type of call would not have been answered.
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?
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.
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:*****"
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).
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"
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?
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
I hope that helps!
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.
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:
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?
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