Ability to Use Phone Numbers as Conditions in Triggers/Automations

17 Comments

  • Official comment
    Bailey Whitaker-Lea
    Zendesk Product Manager

    Hi all! I've notified the Talk PM to chime in on their roadmap plans on this thread. They will take it from here, thanks. 

  • Anastasia Kachanova

    +1

    3
  • Bailey Whitaker-Lea
    Zendesk Product Manager

    Hi @... - PM for Triggers and Automations here. I've captured your feedback for the Talk team to review. Thanks for providing your use case! 

    3
  • Valerie Hines

    I absolutely concur! We have one number set up for extremely urgent issues and we need to set up some type of notification for those after hour calls.

    2
  • Miguel Cordero Collar

    +1 this is a very useful and probably easy to implement feature

    1
  • Noelle Cheng

    hi @..., do you have a timeframe of when this will be available? We currently really need this as to help sort or tickets to trigger other automations. Thanks!

    1
  • Sydney Neubauer
    Zendesk Luminary

    +1 This is a must for our team now. We are using triggers to look for ticket COMMENTs with the specified number but the issue this causes is that if someone submits a ticket and their signature includes the number, the trigger fires incorrectly and it causes a big mess for our team

    It would be more safe to have a trigger condition specifically for the number so it would not matter if it was contained in the email to us in Zendesk

    1
  • Atanas Tomov

    +1

    1
  • +1

    2
  • Steve Hehl

    +1

    2
  • Ethan Martin

    Ditto. Being able to use a specific Talk line/number as a condition in triggers would be very very very helpful for us.

    2
  • Nora

    Yes please!

    1
  • Carlos Garcia

    YES PLEASE! some way to do this?

    1
  • Widson Reis
    Zendesk Product Manager

    Hi, here from the Talk Team!

    The ability to create conditions based on phone numbers is something we don't have in our roadmap just yet, but there's a simple workaround that should work for most cases.

    All tickets created by Talk have comments containing fields "call from" and "call to" (or simply "from" and "to" when the caller leaves a voicemail or abandons the call). So, you can create a trigger based on finding these specific strings in the ticket comment text. Make sure to use the additional condition "Ticket > Channel is Phone Call Incoming" so your trigger won't be triggered by any phone number, like in emails or comments left by the agent etc.   

    An example:

     

    0
  • Alan Yedid

    Hi Widson Reis would this be considered a comment on a ticket? 

     

    0
  • Tony
    Zendesk Customer Care
    Hi Alan,
    I think that could be considered as an update in the ticket.
     
    Best,
    0
  • Widson Reis
    Zendesk Product Manager

    Hi Alan Yedid

    That's a comment to the ticket indeed — a "voice comment", as a matter of fact. For regular inbound calls, this voice comment is added to the ticket at the end of the call, while an internal comment, with the phone numbers, is added at the beginning of the call.

    0

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