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Is there a way to automatically make abandoned calls into tickets?

Completed


Posted Dec 08, 2015

This would be awesome for us because currently only voicemails are being created as tickets and we have to manually track abandoned calls.


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7 comments

Official

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Jenny Gillett

Zendesk Product Manager

Hi all, 

We are happy to announce that Zendesk Talk can now create tickets for abandoned calls. 

Here is the documentation on how to set it up. 

Thanks

Jenny

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Jake Bantz

Zendesk Product Manager

Hi Lingke,

Currently if you are using Zendesk Voice, there is not a way to have abandoned calls result in tickets. Tickets are only created when the customer has "completed" the call. Ideally when they have spoken to an agent or left a message for you to return.

I did want to point you at this product feedback submission where Neil, one of our Product Managers, has left some feedback on such a feature.

Hope this helps!

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Neil Weldon

Zendesk Product Manager

Hi all,

I'm starting a beta for the creation of tickets for abandoned calls. It's currently limited to Advanced Voice customers only. Anyone interested may sign up with the form here.

Thanks

Neil 

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Hi Jenny Gillett,

I clicked on the link you sent but cannot access it.

Hi Nel Weldon,

I think my Talk tier has abandoned call feature. I can't see Advanced tier in pricing page for Talk (https://www.zendesk.com/talk/pricing/)

How do I automatically create a new ticket for abandoned call?

Thanks,

Albert

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Neil Weldon

Zendesk Product Manager

Hi Albert, 

The announcement is over a year old so will have been archived. Tickets for abandoned calls is a per number configuration. More details may be found by following this link 

https://support.zendesk.com/hc/en-us/articles/115015626027-Managing-individual-number-settings#topic_v3k_rf3_ccb

We did rename the Advanced Plan to Professional a number of months ago.

Thanks

Neil

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Any idea, how the abandonned calls reacts ? 

 

We have 5 phone numbers, for 1 of the phone numbers the abondonned calls ticket creation is active.

What will the behavior be? 

 

To who will the created ticket being assigned ?

How can we force the assigment to a specific group ?

 

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Elissa Tikalsky

Zendesk Digital Resources Team

Hello @...,

How the tickets get assigned depends on your support settings for auto assigning to groups or individuals or the like. 

If you want those calls specifically to be assigned to a certain group, you can create a trigger using the tag "voice_abandoned_in_ivr" to make all tickets with that tag assign to a certain group.

See more about routing tickets in these articles:

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