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Ability to Use Phone Numbers as Conditions in Triggers/Automations
Posted Dec 19, 2022
Hi,
We would like to have the option to use Talk lines numbers in business rules conditions, similarly to "Receive at" condition for emails:
We would like to create a view for calls that were directed to a specific number, no matter if the team responsible for this number actually answered the call or it was routed to another group.
Example: if a player calls our "VIP Customer Service" number, all VIP agents are busy, and a member of the secondary group for this line (regular "Customer Service Team") answers the call we would like to be able to add a "vip_customer" tag via a trigger, despite the fact that non-VIP agent answered the call. And we want to achieve this based on the number which the player called.
Please, consider adding "Talk number" conditions for triggers and automations.
Thank you.
Regards,
Yanko Chakarov
19
33 comments
Widson Reis
Hi Francisco Serna
If you mean routing voicemails, callbacks, and SMS tickets, then yes, I can confirm this is planned for next year.
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Andrew Loh
Hi all, would love to see how we can set up Triggers based on the Zendesk Line that a Talk Ticket is generated from.
In my case, I need for certain fields to show up in a Ticket Form based on the Zendesk Line that the caller contacts. Would love to do this upon ticket creation to enable agents to fill out the ticket in real-time with the caller on-the-line.
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Widson Reis
Hi Andrew Loh
This question is answered here: https://support.zendesk.com/hc/en-us/community/posts/5238772442394/comments/6150239364890
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