As with Omnichannel routing call tickets are created when the call go into the queue, tickets are always created for abandoned calls by default. Article to understand call flow with OcR.
However, the tickets created for abandoned calls can be closed automatically by creating a trigger configuration similar to the one highlighted below:
In trigger conditions:
Include a condition >>> Subject text -- Contains at least one of the following words -- Abandoned
Include an action >>> Status -- Closed
Note: Any further conditions and actions can be included in the triggers based on the workflow need. Here is more information about triggers.
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