Can I disable automatic ticket creation for calls?

Question

Can I disable automatic ticket creation for calls in Talk?

Answer 

It isn't possible to disable automatic ticket creation for calls. You can only disable the creation of tickets for abandoned calls. However, this option isn't available in omnichannel routing. To adjust the ticket creation setting for abandoned calls, see the article: Managing Talk line settings.

If you do not wish to manage Talk tickets, create a trigger that automatically solves Talk tickets at the moment of their creation.

To create the trigger

1. Add a new trigger.
2. Under Meet ALL of the following conditions:
   
   • Ticket | Is | Created
     
3. Under Meet ANY of the following conditions:
   
   • Channel | Is | Phone call (incoming)
   • Channel | Is | Phone call (outgoing)
     
4. Under Actions select:
   
   • Status | Closed
     
5. Click Create.

Note: If you disable Voicemail for a Talk line and an inbound caller isn't routed to an agent or an external number, the call is considered Non-answered and no ticket is created. Non-answered calls are different from Abandoned calls and ticket creation for Non-answered calls is disabled by default. For more information, see the article: Metrics and Attributes for Zendesk Talk.

For more information about Talk tickets, see the article: Understanding how Talk calls become tickets.