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Tickets for Abandoned Voice Calls
Configurable option for tickets to be created for calls that are abandoned by the caller.
What's this all about?
Customers call into Zendesk Voice and may hangup or abandon a call at various different stages of the call such as when they are waiting in the queue, while they are going through an IVR or when they are in voicemail. When this happens we do not create a ticket for the call as by default we only do this for calls connected to an agent or when a voicemail is left. By providing the capability to have tickets created for these abandoned calls you can have these as part of your workflow and be proactive and reach out to the customer helping you to deliver a better customer experience overall.
Is this available to everyone?
This beta is available to Zendesk Advanced Voice customers only using New Zendesk
This being a beta, are there limitations with the product?
We do not create a ticket for any abandoned calls where the Caller ID is Unknown.
What is expected of me?
There are a few things we ask:
1. Provide feedback on the feature, ease of use, and documentation in the beta forum
2. Report any bugs in the beta forum
Ready to take part?
All you have to do is fill in some information and you're ready to go!
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