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What are the instances in a call not generating a ticket
Posted Mar 14, 2023
On the 25th of February we had a large number of inbound calls between 9:30am to 10:30am, not all these calls generated new tickets in Zendesk which impacted our reporting for the month.
We reviewed our data and found that we had 20 calls on that day and have only 8 tickets created, leaving 12 call IDs with no ticket.
Does anyone know if there are any instances of a call not generating a ticket and why it would not generate a ticket?
We have tested all possible scenarios we can think of from our end and each time it has still generated a ticket as we would expect.
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3 comments
Jahn
Hi Mathew Lord, by any chance were you able to check your suspended tickets?
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Mat Lord
Hi Jahn
Yep, checked suspended tickets. There weren't any
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Christine
Have you checked if Voicemail is disabled for your Talk line? If you disable Voicemail for a Talk line and an inbound caller isn't routed to an agent or an external number, the call is considered Non-answered and no ticket is created. Non-answered calls are different from Abandoned calls and ticket creation for Non-answered calls is disabled by default.
Another possible reason is by default, tickets aren't created for abandoned calls. However, you can choose to enable ticket creation for abandoned calls for each of your individual numbers. 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.
In case these instances don't apply to those calls you received that day, kindly raise a ticket with our support team directly and we'll be glad to investigate further. See Option 2: Contacting Zendesk Customer Support from within your product.
Thanks,
Christine
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