triggers based on voice number

11 Comments

  • Jessie Schutz
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    Hi Jacob!

    There isn't a trigger condition for phone numbers at this time, although there is a post about it in our Product Feedback forum:  Triggers condition based on Voice number. I'd encourage you to add your vote and use case to the comments. This helps our Product Managers gauge what improvements our customers would like to see.

    Another option would be to add a custom drop down field to the ticket form in your agent interface so your agents can select which line the call came from while they're working the ticket. From there, you can have a trigger set up to fire based on the tag that's associated with each of the drop down options.

    When a ticket is created from a phone call, the number that was called is inserted into the comment of the ticket. You could potentially set up a trigger with a condition of Ticket: Comment text > Contains the following string and insert the the phone number, exactly as it appears in the ticket comment (ie: Call to: +1 (608) 555-1234).

    It can sometimes be a little tricky to set up conditions based on text strings because the string has to match exactly. However, since this is a system generated comment, you shouldn't have to worry about it too much.

    Hope that helps!

     

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  • Ben Speich
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    I have done this and I have a question. When is the ticket Created vs Updated? I have set the triggers to All: created and with comments text as you have stated, and i feel when the call goes to voicemail this works, but if an agent picks up it doesnt? Is the recording of an answered call an update and not the created?

    I have ended up just have the only requirement that the comment Contains the following string, but if an agent replies later in the chain via email will the body of his email trigger it then as well? 

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  • Jessie Schutz
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    Hey Ben!

    In general, a ticket is created at the moment it is submitted to your Zendesk. This could be when a user presses "Send" on their email, or when an agent clicks "Submit as New". Any subsequent change to that existing ticket is considered an update.

    However, this works differently on Voice tickets. When an agent answers a call, the ticket is automatically created with an internal comment that contains the caller's number, the date and time of the call, and the name of the agent that answered. Anything that the agent submits after that would be considered an update.

    That internal comment doesn't contain the exact same string as the public comment that shows up for Voicemail tickets, which would explain why the trigger doesn't seem to be firing when an agent answers instead. You should be able to get around this by creating another trigger that works with the strings in the internal comment.

    Please let me know if you have any other questions!

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  • Kiran Kumar
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    Hello Jessie,

    Hope you're doing good!!

    Need your help on the below:

    If my agent create a ticket on Zendesk is it possible for the ticket to trigger a call to our support team in order to notify them that there is a issue raised for them to work.

     

    Warm Regards,

     

    Kiran Kumar P

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  • Jessie Schutz
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    Hi Kiran!

    You're not going to be able to trigger a phone call...is there a reason that the email notifications that go out via triggers won't work for this purpose? That's really the easiest way to do it.

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  • Jordan Michaels
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    We need this!

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  • Nicole - Community Manager
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    Hey Jordan - 

    Can you tell us more about why you need it and how frequently you would use it? 

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  • Abbie Mashaal
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    I would use a trigger for phone call and texted phone numbers on every single interaction!

    I need my agent's to know which business unit was contacted and a trigger to set some data fields and tags is the expected way to do this. We do it for emails, facebook messages, twitter, etc. Why on earth would your team completely miss the point of your entire product and fail to let us automate based on the most important piece of information of an inbound call/text... the phone number called!

    Get your poop in a group, Zendesk.

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  • Thomas Bumgardner
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    Unfortunately, the only available call actions only trigger AFTER the call has been picked up.

    This needs to be a thing. Its a high-priority. There are plenty of sales agents that need this forwarded to their cell phones and they honestly don't know if its a sales call, or some schmuck calling about Cutco knives....

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  • Jessie Schutz
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    Thanks for sharing your feedback, Thomas!

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  • Lisa Seliverstova
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    Wanted to add to this discussion - our company has real struggle of not having this feature.

    We have 2 flows of calls/texts - one stands for Clients, we are doing service to them, another - for Partners, who are doing service for us and our Clients. We do have 2 teams, that operate with both flows separately. 

    Right now there is no way to sort those calls/texts in tickets. 

    That holding us off from moving 100% of the operations to Zen Desk - as we have to have them separately. We have to use other services for it - and we cannot fully explore the ZenDesk power.. 

    Any news on releasing it? 

     

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