New tickets are not created when a call comes in from a new customer.

When a call comes in from a customer not stored in Zendesk, a new ticket should be created in Zendesk, but no new ticket was created. 

 

Please check if a new ticket is not being created when a new customer calls or when an agent calls a customer whose existing phone number is not registered. 

 

In the Admin Center - People - End User Settings,

the checkbox for user phone number validation is checked, which causes the phenomenon because users cannot be created in the typical phone number format used in Korea.
Unchecking the user phone number validation will allow the end user (customer) information to be created normally, and tickets will be created properly.