• Brandon Tidd

  • 22 de enero de 2020 16:18

  Community Moderator

  HI Jonathan Bruner -

  There is a pretty easy workaround for this.  First, you would route those calls to a certain group based on the client in your talk settings (if calling Zendesk Number 1, route calls to client Group A).

  Then, you would create a new trigger with the following conditions:

  ALL

  Ticket is Created
  Group is Group A

  ANY

  Channel is Phone Call (incoming)
  Channel is Phone Call (outgoing)
  Channel is Voicemail

  You can then build any actions around these conditions as you would normally.

  Hope this helps!

  Brandon

• Maria del Carmen Méndez

  • 18 de noviembre de 2020 10:44

  Hi!

  Yes! but if you have many phone numbers how can you differentiate the numbers?

  That is my need.

  Thanks.

  Maria

• Maria del Carmen Méndez

  • 18 de noviembre de 2020 16:40

  here is a solution:

  https://support.zendesk.com/hc/en-us/articles/115016031268-Can-I-route-Talk-tickets-based-on-the-received-at-number-using-triggers-and-automations-

• Nicole S.

  • 19 de noviembre de 2020 16:15

  Zendesk Community Team

  Thanks for coming back and sharing that solution, Maria! I'm sure others will find this helpful.

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