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

Answered


Posted Aug 09, 2023

ZD Talk to Create a Ticket in ZD even when call fails. Some calls fail for a variety of errors, but no tickets are created. We need these tickets to be created for protection and to ensure traceability. It is adding more work and things to remember if the analysts are supposed to create these tickets manually when ZD could do it so easily. Please implement! :pray:


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Official

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Sean Chuang

Zendesk Product Manager

Hello,

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.

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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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Hello,

I would like to provide additional information on this matter. Please feel free to review my currently open ticket (Ticket #12370874) for more detailed information, including a video demonstration.

Within the existing ticket or when attempting to dial and create a new one, there is an issue where calls do not consistently connect. The reasons for this could vary, such as potential issues with the phone number, simultaneous ongoing calls, or a disconnected phone number. Unfortunately, when a call attempt fails, it disappears without any indication that an attempt was made or any indication about why the call attempt failed. It simply vanishes from sight. 

This poses a problem for two significant reasons. Firstly, it would be preferable to log that a call attempt was made, providing evidence of our efforts to connect with the customer. Currently, there is no record of attempted calls, making it challenging to demonstrate our outreach.

While notes can be added to indicate an attempt, relying solely on this method may inadvertently encourage suboptimal behavior, where employees might "pretend" to have made a call. While manageable in a small team, this approach may become problematic as our team expands.

Moreover, my primary concern is our responsibility to showcase our actions to regulators during audits. While notes can be added, a true log of call attempts, alongside connected calls, would be more optimal and likely subject to less scrutiny. This approach ensures transparency and accountability, especially as our team continues to grow.

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Hello everyone,

I can only confirm Lindsay's statement and agree with her 100%:

 

“This poses a problem for two significant reasons. Firstly, it would be preferable to log that a call attempt was made, providing evidence of our efforts to connect with the customer. Currently, there is no record of attempted calls, making it challenging to demonstrate our outreach.

While notes can be added to indicate an attempt, relying solely on this method may inadvertently encourage suboptimal behavior, where employees might "pretend" to have made a call. While manageable in a small team, this approach may become problematic as our team expands.”

 

Our agents are currently set up to leave an internal note after attempting a call as well. Overarchingly, we also find it difficult to trust or show proof solely in this way. 
Furthermore, this serves as further evidence to the customer in the event that they assert that you have not attempted to contact them. 

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Widson Reis

Zendesk Product Manager

Hi, Lindsay Connell , Yen Nhi Nguyen 

 

We understand your concerns and have added this to our backlog for future review.

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