Workflow recipe: Automatically closing tickets created by abandoned calls

What's my plan?

When using omnichannel routing to route calls, tickets are created for all calls, including abandoned calls. You cannot turn off ticket creation for abandoned calls with omnichannel routing.

You can create a trigger to automatically close tickets created for abandoned calls using the following trigger configuration. For more information about setting up triggers, see Creating triggers for automatic ticket updates and notifications.

To add a trigger to close tickets created by abandoned calls

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. Enter a trigger Name.
4. Optionally, specify a Description and Category.Under Meet ALL of the following conditions, select the following:

   Ticket: Subject text > Contains the following string > Abandoned call from

   

5. Under Actions, click Add action.
6. Select the following:

   Ticket: Status > Closed

   

7. Include any other conditions or actions based on your workflow needs (see Trigger conditions and actions reference).
   Note: This trigger identifies tickets from abandoned calls by the phrase "Abandoned call from" in the subject. If you expect to receive legitimate tickets with that phrase in the subject, add additional conditions to prevent inadvertently closing those tickets.
8. Click Create.