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How to assign a form based on talk line used



Posted Sep 28, 2024

Hello

We have multiple talk lines.  Is there a way to do the following?

  • based on which line is called, assign appropriate form
  • based on which line is called, automatically assign a tag
  •  

For example, if line 1 is called, I want to assign Form 1 and have a tag on that ticket called Line1.

What I am asking is for incoming calls and not voicemails that are left. We have a team that answers the calls during business hours but I need to have the right forms assigned.

 

Thanks. 


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image avatar

Jhan

Zendesk Customer Care

Hi Operator,
 
Business rules such as triggers or automation doesn't have a condition to specify a Talk lines,hence, this isn't possible to automate ticket form or tag on a ticket received from a specific Talk line. 

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