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Can I disable automatic ticket creation for calls?



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Ricardo Pinto

Zendesk Digital Resources Team

Edited Jan 20, 2025


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7 comments

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? 

 

 

 

 

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Hiedi Kysther

Zendesk Customer Care

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!  

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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?

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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. 

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Christine Diego

Zendesk Customer Care

Hi Ron,
 
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

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hi Christine, i have asked this question multiple times and you are the first person to give me an actual answer so thank you. 

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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? 

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