Your trigger for incoming calls might be affecting voicemail tickets because it includes a condition that encompasses all phone call channels, including voicemails.
To prevent this, you need to modify your trigger by adding a condition that specifically excludes voicemail calls. You can do this by setting the condition to:Ticket > Channel | Is not | Voicemail
. This will ensure that your trigger only acts on live incoming calls and not on voicemail tickets. For more detailed guidance, you can refer to theoriginal Zendesk article.
To stop your call trigger from acting on voicemail tickets, you need to adjust the trigger conditions to exclude voicemails. This can be done by adding a condition to your trigger that specifies:Ticket > Channel | Is not | Voicemail
. By doing…
To exclude voicemail tickets from your trigger, you should add a condition that specifies the channel is not voicemail. The condition you need to add is:Ticket > Channel | Is not | Voicemail
. This ensures that your trigger will only act on the…