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. Omnichanel routing is the default routing experience for all accounts and trial customers of Zendesk Suite created after December 11, 2024.
To adjust the ticket creation setting for abandoned calls, see the article: Managing Talk line settings.
If you don't wish to manage Talk tickets, create a trigger that automatically solves Talk tickets at the moment of their creation.
To create the trigger
- Create a new trigger
- Under Meet ALL of the following conditions, add:
-
Object > Ticket > Ticket | Is | Created
-
Object > Ticket > Ticket | Is | Created
- Under Meet ANY of the following conditions, add:
- Object > Ticket > Channel | Is | Phone call (incoming)
-
Object > Ticket > Channel | Is | Phone call (outgoing)
- Under Actions, add:
-
Object > Ticket > Status Category | Closed
-
Object > Ticket > Status Category | Closed
- Click Create trigger
Note: If you disable the Voicemail feature for a Talk line, and an inbound caller isn't routed to an agent or to 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 is disabled by default for calls marked as Non-answered. 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.
7 comments
Joe
Hi, this is interfering with my reporting now as we are using omnichannel routing.
I don't want my total tickets created to include abandoned call tickets.
How can I exclude these?
1
Hiedi Kysther
Hi Joe!
I suggest adding in the Call Completion Status in your attribute then exclude Abandoned calls. This way, abandoned calls will not be added in your Total tickets created.
If this doesn't help, I suggest reaching out to our Support team so we can help review your report and find a way on how we can get this sorted out!
Hope this helps!
-1
Magda Jelinska
It would be useful to be able to disable ticket creation if the call is routed (forwarded) to an external number. Can this feature be considered?
0
Ron Thomas
Please allow us to turn this off. If I open up a ticket and call someone, the call should go in that ticket and not a completely new one. This causes unnecessary work for anyone who makes a call.
0
Christine Diego
If you utilized the Call <number> or Call Enter a number feature in the message composer of a current ticket, the call information will be automatically added to that ticket. Remember, you can make outbound calls from any open ticket, even if it wasn't initially created from an incoming call.
For more information, feel free to refer to this helpful article: Making an outbound call from an existing ticket
0
Ron Thomas
hi Christine, i have asked this question multiple times and you are the first person to give me an actual answer so thank you.
0
Donovan Miner
Not being able to disable ticket creation on calls has created more work for my team. For example, if one agent takes a call and needs to transfer to another, there's the original inbound ticket, an outbound ticket for the transfer, and a third for the transferee accepting the call. Sure, merging these is a possible solution, but all unnecessary work for my team.
We used to be able to enable/disable inbound and outbound call creation independently. What happened to that setting?
0