Setting Ticket Forms Based on Talk Numbers
Can I set a form for a ticket based on the Zendesk Talk number?
Yes, you can set a form for a ticket based on the Talk number by using the 'Comment Text' condition in a trigger. When a Talk ticket is created, the ticket description includes a "Call to: ###" string.
You can use this string in the trigger condition to identify these tickets and then add an action to set the desired form. Separate triggers need to be created for each unique form you want to set based on the Talk number.
More related questions
How does Zendesk Talk create tickets from calls?
Zendesk Talk automatically creates a ticket for most calls. When you accept an incoming call, place an outbound call that is answered, or when a caller leaves a voicemail, a ticket is generated. Additionally, if a call enters the queue, a ticket is…
Can I prevent Zendesk Talk from creating tickets for abandoned calls?
You can control whether abandoned calls result in ticket creation, but only if you're not using omnichannel routing. With omnichannel routing, tickets are always created for abandoned calls. To manage this setting, you need to adjust your Talk line…
How are phone numbers linked to end-user profiles in Zendesk Talk?
Zendesk Talk identifies users by their phone numbers. If a caller's number is already linked to an existing profile, that profile is set as the ticket requester. If not, a new profile is created using the calling number as the username. For unknown…
What happens when merging users in Zendesk Talk?
When merging users in Zendesk Talk, all phone numbers from the merging user are added to the receiving user. The only exception is if both users have a shared number; in this case, the shared number from the merging user is discarded. This process…
How can I merge tickets when a call is about an existing ticket?
If a call is about an issue with an existing ticket, you can merge the new ticket with the existing one. After completing the call, add comments to the new ticket and then proceed with the merge. The phone number that created the ticket will be…
How can I add a tag to all phone calls in Zendesk Talk?
To add a tag to all phone calls, you can create a trigger with the conditions 'Ticket is Created' and 'Channel is Voice'. Then, set the action to 'Add Tag: phone_call'. This setup ensures that every phone call ticket automatically receives the…
Can agents see call recordings but not customers in Zendesk Talk?
Yes, you can configure Zendesk Talk so that agents can access call recordings while customers cannot. This setting is found under Settings > Talk. If the option is unchecked, customers will not have access to the call recordings, although a ticket…
How can I delete a phone line in Zendesk Talk?
To delete a phone line in Zendesk Talk, go to Admin Center, click the Channels icon, then select Talk and email > Talk. Under the Lines tab, find the line you want to delete, click the menu icon, and select Delete. This action will remove the line…
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