Outgoing call history for unanswered calls



  • Caroline Kello
    Zendesk Product Manager

    Hey Melanie,

    Outgoing calls that are not answered are displayed in the Call History tab. I'd agree that the completion status could possibly be something clearer than "Completed", but they are indeed logged. 

  • Melanie Fajth

    Hi Caroline, 

    I actually already made a ticket with your support in regards to exactly what I'm looking for and it was confirmed that ZD does not offer this yet.  Here is the ticket for your reference: https://support.zendesk.com/hc/requests/4049490

    I looked at the call history log in reference to a specific ticket I was researching and was not able to find any record of calls that were made through ZD but that went unanswered and no voicemail picked up, therefore, it being "abandoned" by our support tech. Only calls that went to voicemail or were picked up created an actual log. 
  • Rim Hamdi

    Hi Caroline, 

    Can you please confirm what Melanie said: "Only calls that went to voicemail or were picked up created an actual log."

    Thank you,



  • Peter McGurk

    This is still an issue.  Our quality processes mean that we need to log all calls and attempts, whether successful or not.  We are expanding our use of Talk and would like to see all calls - answered or otherwise - logged in the related ticket.


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