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Explore recipe: Calls abandoned during the initial Talk greeting



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Claire Miller

Zendesk Customer Care

Edited Jun 21, 2024


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Hi Claire Miller

Thanks for this great article. Is there any way I can use this to create a webhook to set a custom tag in the actual ticket?

Currently, all incoming calls abandoned before reaching an agent or any other status are tagged "abandoned_in_queue". I would like to label all tickets dropped during the greeting with a custom tag or custom ticket field.

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Sarah C

Zendesk Customer Care

Hi Ulises,

In Explore, the call completion status is pulled from the completion_status from an Incremental calls export. In theory, you could create a webhook to fire to a custom app to check the ticket ID against the incremental calls export and then pull the call's completion_status. That information could then be used to update to the ticket via an external webhook to add a tag (Update ticket), but there's not a way to natively grab this information into a trigger condition within Zendesk.

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