Why are some tickets showing as Abandoned in Voicemail in my Zendesk Talk history when the voicemail is switched off?
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 the article: Viewing your Zendesk Talk usage and credit history.
What if the end-user listens to the whole Greeting (Voicemail off) message? What will be the status?
It does not make sense to be marked as "Completed" if there is no connection with an agent, not connection to voicemail. Is it marked as "Abandoned" then?
For the calls that the end-user listens to the whole Greeting (Voicemail off), it will not be marked as "Completed" as the call was not routed to any agent. It will be marked as "Non-answered".
You may refer to this article for further information: What is a non-answered call?
Have a great day!
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