Ability to Use Phone Numbers as Conditions in Triggers/Automations

Hi 5781732139930 

This question is answered here: https://support.zendesk.com/hc/en-us/community/posts/5238772442394/comments/6150239364890

Hi all, would love to see how we can set up Triggers based on the Zendesk Line that a Talk Ticket is generated from.

In my case, I need for certain fields to show up in a Ticket Form based on the Zendesk Line that the caller contacts. Would love to do this upon ticket creation to enable agents to fill out the ticket in real-time with the caller on-the-line.

Hi 7501916985754 

If you mean routing voicemails, callbacks, and SMS tickets, then yes, I can confirm this is planned for next year.  

Is this still planned to be worked on? Very important feature for AvantStay

Hi 6893340400282 

You are correct. There is no way currently to route voicemails and tickets from expired callback requests. This is a part of our plan for next year.

please do it asap!!!! we need this! 

anyone has come with a workaround to suggest me?

ciao from Italy!

+1  we need options for routing voicemails - we have high level groups but use a dropdown for routing tickets to sub teams. When we receive voicemails, there's not a great way to route via rule

Wilson Reis. Thanks again for you attention and kindness. I have tried myriad means of having the new inbound SMS relate to the original SMS. The most basic way (obviously) is through tags. The outbound SMS always uses a unique tag, so the  trigger on the inbound or view-rule for it, should simply look for that tag. But this just doesn't work, and I believe this issue (combined with the fact that ZD cannot differentiate by phone number) that is driving  much of this conversation. 

It just always seems like the inbound is totally blind to the outbound. I have simply found no characteristic that causes the new ticket to look at the original one. That said – it IS the case that original SMS, and its original ticket number DO appear within  the new inbound ticket which of course has a new ticker number. And this makes this problem all the more frustrating! Thanks again.

Hi 6457285978138

I'm sorry, I did misunderstand you. 

I assume that the outbound text is fired as a notification trigger. These notifications can use all sorts of placeholders to display fields from Tickets, Organisations, and Users. The full list of placeholders is here. You could add one or more placeholders that uniquely identify the user either to the message itself or to an internal comment in the ticket (you could also simply add a tag to the ticket that you can check later). When the user replies to the message and the ticket is updated you can check (using a variation of the conditions above) if the ticket contains the field you seek. 

Do you think something like this could work?
 

Given Omnichannel custom queues, having the option to use specific phone lines as conditions is extremely valuable.