Is there a way to automatically make abandoned calls into tickets?

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7 Commentaires

  • Commentaire officiel
    Jenny Gillett
    Zendesk Product Manager

    Hi all, 

    We are happy to announce that Zendesk Talk can now create tickets for abandoned calls. 

    Here is the documentation on how to set it up. 

    Thanks

    Jenny

  • Jake Bantz
    Zendesk team member

    Hi Lingke,

    Currently if you are using Zendesk Voice, there is not a way to have abandoned calls result in tickets. Tickets are only created when the customer has "completed" the call. Ideally when they have spoken to an agent or left a message for you to return.

    I did want to point you at this product feedback submission where Neil, one of our Product Managers, has left some feedback on such a feature.

    Hope this helps!

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  • Neil Weldon
    Zendesk Product Manager

    Hi all,

    I'm starting a beta for the creation of tickets for abandoned calls. It's currently limited to Advanced Voice customers only. Anyone interested may sign up with the form here.

    Thanks

    Neil 

    0
  • Albert Mai

    Hi Jenny Gillett,

    I clicked on the link you sent but cannot access it.

    Hi Nel Weldon,

    I think my Talk tier has abandoned call feature. I can't see Advanced tier in pricing page for Talk (https://www.zendesk.com/talk/pricing/)

    How do I automatically create a new ticket for abandoned call?

    Thanks,

    Albert

    0
  • Neil Weldon
    Zendesk Product Manager

    Hi Albert, 

    The announcement is over a year old so will have been archived. Tickets for abandoned calls is a per number configuration. More details may be found by following this link 

    https://support.zendesk.com/hc/en-us/articles/115015626027-Managing-individual-number-settings#topic_v3k_rf3_ccb

    We did rename the Advanced Plan to Professional a number of months ago.

    Thanks

    Neil

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  • Francois S

    Any idea, how the abandonned calls reacts ? 

     

    We have 5 phone numbers, for 1 of the phone numbers the abondonned calls ticket creation is active.

    What will the behavior be? 

     

    To who will the created ticket being assigned ?

    How can we force the assigment to a specific group ?

     

    1
  • Elissa
    Zendesk Community Team

    Hello Francois S,

    How the tickets get assigned depends on your support settings for auto assigning to groups or individuals or the like. 

    If you want those calls specifically to be assigned to a certain group, you can create a trigger using the tag "voice_abandoned_in_ivr" to make all tickets with that tag assign to a certain group.

    See more about routing tickets in these articles:

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