Workflow recipe: Automatically closing tickets created by abandoned calls

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  • Amos C

    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

  • Christine
    Zendesk Engineering
    Hi Amos,

    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.


  • Steve Lacoss
    Zendesk Luminary

    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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