I wanted to set up an automatic mailing that informs users, we called through a ticket, when we didn't reach them by phone. Unfortunately, the internal note that shows up when a call successfully was taken on by the user looks exactly the same like a call that did not reach.
I checked the voice logs at twilio and they clearly show what happened with a call. They show "completed", "failed" or no answer.
As far as I know zendesk is using Twilio as well. However, it seems you didn't implement it the way it would be useful yet. I mean surely I'm not the first one pointing this out.
Can you please let me know how to distinguish successful from unsuccessful calls in the ticket internal notes?
If that isn't possible then these entries are rather useless. You can't even tell the user when one talked with each other.
If so, please implement it.
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