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Trigger to close unanswered calls
Respondido
Publicado 08 de mai. de 2024
We want to create a trigger that whenever our agents call a client and the client doesn't answer the ticket will be automatically closed.
The current scenario is that, sometimes, we try to reach the client multiple times, and every time they don't answer, a new ticket is created and we need to merge it with the original ticket. It would be great if Zendesk could integrate the call into the same support ticket but, if not, then the best practice would be to automatically close the unanswered (by the client).
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Oficial
Sean Chuang
Hi,
Thank you for your question. Tickets are not generated for outbound calls unless it goes to the caller's voice mail. If you are seeing this behavior, please start a ticket with advocacy so we can investigate.
Regarding your question on setting a trigger to auto close, you can set a custom ticket field whereby if there is an unanswered call, the agent will check that box. Then you can use a trigger to close this type of ticket.
Thanks,
Sean
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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