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Zendesk Documenting Tickets - What to do when a call goes unanswered/abandoned or misdialed?

  • Updated

 

Purpose

The purpose of this article is to provide a clear and concise set of instructions for handling phone calls received at Synergistix that go unanswered or are misdialed. It aims to ensure that all team members follow a consistent process for managing these situations within the Zendesk system. By outlining each step—from locating the automatically created ticket to updating its details and archiving it appropriately—this article seeks to enhance operational efficiency, improve record-keeping, and maintain a high standard of customer service.

 

Please follow these instructions when a when a call goes unanswered or misdialed. 

 

  1. Receive the Call
    • When the call is received but there is no response from the caller, or they mention it’s the wrong number, continue with the following steps.
  2. Locate the Automatically Created Ticket
    • Go to the Views section in Zendesk to find the ticket that was automatically created for the incoming phone call.
    • The ticket should be located under a view specifically designed for newly created phone call tickets (e.g., "Unassigned Tickets" or "New Tickets").
  3. Open the Ticket
    • Click on the ticket's subject to open it. The system will have already populated some fields, such as the Requester (based on the phone number) and Call Details.
  4. Update the Ticket Details:
    • Brand an:
      • Ensure the brand is set to Synergistix.
    • Form:
      • Select the appropriate form as Archived Ticket Form if not already selected.
    • Subject:
      • Update the subject to "Unanswered call – Abandoned or Wrong Number".
    • Client Organization:  select Synergistix
    • Archived Category:
      • Select Unanswered call – Abandoned or Wrong Number from the archived category field.
  5. Add an Internal Note
    • Add an internal note to the ticket with the following details:
      Example:“Received a call but no response from the caller, or they mentioned calling the wrong number. Ticket categorized as Unanswered call – Abandoned or Wrong Number.”
  6. Assign the Ticket to Yourself
    • Assign the ticket to yourself if it is not automatically assigned.
  7. Submit the Ticket
    • Once all the relevant details are updated, click Submit as Solved to close the ticket and archive it accordingly.
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