Using Automations for Abandoned Call Tickets in Zendesk
Discover how to use Automations with tags to close tickets for abandoned calls in Zendesk.
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 abandoned. You can check your ticket event logs to find these common tags and then create an Automation to close tickets with those tags. This method is effective if your trigger isn't firing due to subject changes.
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…
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 'voiceabandonedin_queue' is added to the ticket. You can create a trigger that updates the subject line to…
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