Tickets for abandoned calls

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14 Comments

  • Official comment
    Jenny Gillett
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    Hi all, 

    We are happy to announce that Zendesk Talk can now create tickets for abandoned calls. 

    Here is the documentation on how to set it up. 

    Thanks

    Jenny 

     

     

     

  • Ryan McQuaid
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    Agree! A must have feature

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  • Neil Weldon
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    Hi all,

    I'm starting a beta for the creation of tickets for abandoned calls. It's currently limited to Advanced Voice customers only. Anyone interested may sign up with the form here.

    Thanks

    Neil 

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  • Walter Jooste
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    @Jenny Gillett  Im clicking on the link which takes me to a page where it states I am not authorised to view this page page - Im currently an admin 

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  • Nicole - Community Manager
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    Hey Walter - 

    Apologies, this thread should have been closed a while ago. Product Announcements get archived after 6 months, and that comment is over a year old. 

    The documentation on this functionality is available here: 

    Managing Zendesk Talk Numbers

    -1
  • Jemuel Pilapil
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    FYI - Related article here: Configuring ticket creation for abandoned calls (Talk Professional and Enterprise)

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  • Dragan Dordevic
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    None of the links for the article on Tickets for abandoned calls works any more.

    Does someone know this - if we turn on the option to create tickets for Abandoned calls, how will we be able to differentiate them? Does Zendesk automatically assign some tag to them, or we'll need to create some Triggers to do this?

    Thanks!

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  • Brett - Community Manager
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    Hey Dragan,

    If an abandoned call is created, it should have Abandoned Call in the ticket subject. What you could do is then create a trigger that looks at the subject of the ticket and applies the abandoned_call tag.

    Once that is taken care of, I recommend creating a view to show all tickets that contain this tag so they're easier to track.

    Let me know if the above doesn't make sense as I'd be happy to assist further :)

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  • Dragan Dordevic
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    Hey Brett,

    Thank you for clarifying this - it makes a lot of sense! I was just not sure how abandoned call tickets would get marked, but since it is the subject, everything else is clear. We'll do as you described.

    Thanks again, best,

    Dragan

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  • Brett - Community Manager
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    Happy to help Dragan!

    1
  • Dragan Dordevic
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    Hi Brett,

    One more thing - as the above links were not working, what is the procedure to set up tickets for Abandoned calls? Is it enough just to turn on the "Create ticket for abandoned calls?" option on the number for which we want to have these tickets? And will this work if we have IVR set up on that number?

    Also, can we in any way differentiate the tickets based on the number they came from (as we are using several numbers)? 

    Thanks a lot!

    Best,

    Dragan

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  • Brett - Community Manager
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    Hey Dragan,

    Which links, in particular, are not working for you? Each of the links I've selected leads me to this article Managing Zendesk Talk number

    If you're trying to access the link posted by Neil, this is no longer available since the beta has been closed.

    Let me know!

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  • Dragan Dordevic
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    Hey Brett, 

    Oh, ok, I thought that was the wrong page - it does not really give too much information about Abandoned calls. 

    So, getting back to my previous questions, as they are not described on that page:

    What is the procedure to set up tickets for Abandoned calls? Is it enough just to turn on the "Create ticket for abandoned calls?" option on the number for which we want to have these tickets?

    And will this work if we have IVR set up on that number?

    Also, can we in any way differentiate the tickets based on the number they came from (as we are using several numbers)? 

    Thanks!

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  • Brett - Community Manager
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    Hey Dragan,

    All that's required is to enable the Create ticket for abandoned calls option for whichever number you'd like to make this available for. Once enabled, tickets should start generating for abandoned calls in your account. This will work alongside the IVR options you've set up for that number as well.

    As for differentiating the tickets, I believe once the ticket is created there should be an internal note that shows what number was called into.

    Hope this helps!

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