Handling Queue Abandoned Call Tickets in Zendesk
Learn how to manage tickets for calls abandoned in the queue by updating the subject line in Zendesk.
How can I handle tickets for calls abandoned in the queue in Zendesk?
For calls abandoned in the queue, you can update the ticket instead of closing it.
When a call is abandoned in the queue, a tag like 'voiceabandonedinqueue' is added to the ticket. You can create a trigger that updates the subject line to something like 'Call Abandoned in Queue From {{requestername}}'. This approach allows you to follow up with the caller, as it might be your policy to call back those who abandon in the call queue.
More related questions
How can I automatically close tickets created by abandoned calls in Zendesk?
You can automatically close tickets created by abandoned calls by setting up a trigger in Zendesk. To do this, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Triggers'. Click 'Add trigger',…
What should I do if my trigger for closing abandoned call tickets isn't working?
If your trigger isn't working, consider using an Automation instead. Triggers in Zendesk run when there are updates on tickets and check if certain conditions are met. If your trigger isn't firing, it might be because the ticket's subject changes…
Can I use Automations to close tickets for abandoned calls in Zendesk?
Yes, you can use Automations to close tickets for abandoned calls by utilizing tags. While triggers can be based on subject data, Automations cannot. However, abandoned call tickets usually have tags added, depending on where the call was…
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