Understanding Inconsistency between Call Counts and Tickets Created by Voice Channel


  • Devan - Community Manager
    Zendesk Community Team

    Hey Travis Tubbs,

    The discrepancy between the report and your data is due to not all calls being counted by Zendesk. Below are the following parameters where a call will be tracked/turned into a ticket, which makes it trackable by Explore. I've linked an article below that explains in more detail how tickets are created from calls in Talk for your reference.

    • When you accept an incoming phone call
    • When you place an outbound call from the console, and the call is answered
    • When a caller leaves a voicemail

    Understanding how Talk calls become tickets

    Best regards. 


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