Issue symptoms

I am using Zendesk Talk with omnichannel routing enabled, but notice the condition Channel | Is | Voicemail does not work with my triggers and views to track voicemail tickets.

Zendesk currently handles voicemail tickets differently when calls are routed through omnichannel during active business hours. As a result, the system cannot reliably identify these tickets as voicemails using the standard channel condition. This limitation affects any triggers, automations, or views that rely on this condition, causing them to function incorrectly.

Resolution steps

To accurately track voicemail tickets, create a trigger that automatically adds a specific tag to each voicemail ticket.

To create a trigger to add a tag automatically:

  1. Create a new trigger.
  2. Under Meet ALL of the following conditions, add the conditions below:
    • Ticket > Ticket | Is | Updated
    • Ticket > Subject text | Contains the following string | Voicemail from
  3. Under Actions, add:
    • Ticket > Add tags | special_voicemail
  4. Select Create trigger.

You can now use this tag as a condition in your SLAs, triggers, views, and automations to properly handle voicemail tickets.

For more information, see this article: Working with ticket tags
 

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