Want a trigger that will assign missed calls to agent who support a particular languageRespondida
My team support customers in different countries, so we have many local numbers. For the missed calls, we want a trigger that will assign missed calls to agent who support a particular language. I think you can add one condition like "number begin with" sth like this.
Pls help to add this feature, or we need to assign tickets related manually, there is no need to spend lots of time to do this.
Yes, it should be possible to do this using Triggers in Zendesk. As the phone number involved in a missed call get added to every ticket subject, you can use this information to assign tickets to a specific group of agents (or an individual Assignee). Example: Let's say that you receive a missed call from a Spain based phone number. The ticket created for that missed call should have as the ticket subject "Missed call from Caller +34 xxx xxx xxx" (All Spanish phone numbers will start with the +34 prefix).
You can use this information to create a trigger condition since we know that a missed call from any Spanish phone number will always begin with the same string in the ticket subject e.g. "Missed call from Caller +34" .
I would set up the trigger as follows:
Meet ALL of the following conditions:
Subject Text - Contains the following String - Missed call from Caller +34
Group is Spanish Speakers
Where "Spanish speakers" is a custom group you can create and assign one or more Spanish speaking team members to the group. Or alternatively you could assign the ticket to an individual assignee instead of a group.
Any additional questions, please let me know.
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