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Access to Phone Numbers that Abandon in IVR
Answered
Posted Jan 14, 2022
While we received tickets for abandoned calls in Queue. Our abandoned rate in IVR is significant. It would be useful to have a ticket created for all abandoned calls: IVR, Queue, Hold, VM with reference to the contact number and timestamp of that call. Is this something that can be added to Zendesk?
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2 comments
Official
Rohan Gupta
Hi Audrey,
Thanks for reaching out.
There is an existing "create ticket for abandoned calls" setting on Zendesk Talk Professional and Enterprise plans.
When this setting is enabled, calls that are abandoned in the queue, in voicemail, or in IVR result in a created ticket, as long as a callback number is available. In cases where the caller is identified as "unknown", no ticket is created.
This article has more details. This setting is per line and has to be enabled for all the lines you need.
In the case of setting not working properly for your instance, please do raise a support ticket with Zendesk and we can investigate it further.
Thanks
Rohan
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Adrian Bishop
Hi Audrey,
We create abandoned call tickets but didn't want tickets for calls abandoned in IVR as it the customer hadn't decided which department they wanted? We then added triggers so these tickets were not linked to any group and automatically solved. We only call back customers where the selected a chosen route.
Note this is just what we do and may not suit your use case, but we were able to do this based on the tags within the ticket, look at the tags and use this to determine what you want to achieve.
Regards,
Adrian
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