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
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers. - Click Add trigger.
- Enter a trigger Name.
- Optionally, specify a Description and Category.Under Meets all
of the following conditions, select the following:
Ticket: Subject text > Contains the following string > Abandoned call from
- Under Actions, click Add action.
- Select the following:
Ticket: Status > Closed
- 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.
- Click Create.
3 Comments
What's the trigger for this to fire off though? I had it set to "When ticket is created", however, it's not working because certain call ticket first starts out as "Call with Caller" before it's transitioned over to "Abandoned call from:" therefor the trigger never fires off. I wonder if setting a workflow to automatically check for tickets like this every hour to solve them would be more effective than what you are suggesting
Triggers run if there are updates on tickets, then it will check if certain conditions are met and that's when the trigger will fire on the ticket.
As a workaround, you can use Automation instead. However, while triggers can be fired based on subject data, Automations cannot. This can be accomplished by creating an Automation based on tags. You can use the tag added to your abandoned tickets to close them.
Abandoned call tickets will have a tag added to tickets, depending on which part of the call exactly they were abandoned by the caller. You can check your ticket event logs to gather those common tags and then add them to your Automation.
Thanks,
Christine
This is great for abandons in voicemail and in IVR, but it is our policy to call back those who abandon in the call queue.
Fortunately, when the call is abandoned in the queue, a tag is added to the ticket : voice_abandoned_in_queue
With this tag I am able to create a trigger that instead of closing the ticket, it updates the subject line to Call Abandoned in Queue From {{requester_name}}.
Unfortunately callback request tickets do not update until the call is answered or the request expires which is usually after an hour.
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