Question
I created a trigger for incoming calls. However, I noticed it acted on voicemail tickets. What caused this behavior?
Answer
Verify your trigger, which contains a condition that includes voicemail tickets:
- Ticket > Channel | Is | Phone call (incoming)
To avoid that trigger from acting on your voicemail tickets, add a condition to exclude voicemail calls:
- Ticket > Channel | Is not | Voicemail
For more information, see these articles: