ZD Talk to Create a Ticket in ZD even when call fails



  • Official comment
    Sean Chuang
    Zendesk Product Manager


    Thank you for the question. We may need more clarity on what you mean by a 'fail call'? But here is some info for you.

    1. If you are looking for tickets to be created before an agent is connected, have you considered moving to Omnichannel Routing for a few reasons:

    • Tickets are created before Talk agent is connected.
    • General routing improvements will continue to come via this feature. 

    See here for more info. 

    p.s., it's free.


    2. If you are looking for a solution with our current routing, if your 'fail call' is about abandoned calls, here is something to consider. 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.

    NOTE: In cases where the caller is identified as "unknown", no ticket is created.

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