I recently found out if you have voicemail switched off, but your lines are at maximum capacity, you get a message along the lines of "Our lines are busy, please try again later". But this is classed as a completed call.
These tickets aren't classed as abandoned so they don't tag and solve, but also don't create a ticket for a completed call as it wasn't answered. After speaking with one of the people at Zendesk this isn't possible at the moment, this is a feature we require to be able to accurately report based on ticket data.
We want to view the overall amount of tickets offered to our Support team, whether abandoned, missed, answered, email, chat etc within one dataset. It seems this is the only part we're unable to add to this data. If these could be added to the abandoned or missed categories instead it would work a lot better for us.
Not sure if anyone else has this issue with Explore?
Thanks in advance
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