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

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

Trigger to disable automatic ticket creation for calls.png

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.

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