Matrix Talk provides two options for ticket creation via phone and text: creating a new ticket or updating an existing unresolved ticket. The rules for whether to create a new ticket or add a comment to an existing ticket depend on the specific circumstances.
| Category | Unresolved Ticket (Default) | Always New Ticket | Ticket Comment | Ticket Tag |
|---|---|---|---|---|
| Common | - If there is no user for the phone number, create a new user with "Caller:phone number" | - Same as above | matrixtalk | |
| Incoming Call | - Call history is added to the most recent unresolved ticket - If there is no unresolved ticket, a new ticket is created | - New ticket created | ● Call Type: Incoming Call ● Phone Number: ‘Customer Phone Number’ ● Received Number: ‘Agent Extension Number’ ● Response Time: ‘yyyy-mm-dd hh:mm:ss’ ● Responder: ‘Zendesk Agent Name’ ● IVR Incoming Path: ‘IVR Tag’ ———————————— ● Call Duration: ‘mm minutes ss seconds’ ● Recording URL: ‘Recording Playback Link’ | inbound_call ’DNIS’ |
| Outgoing Call | - Same as above - If the phone number of an open ticket is clicked to make an outgoing call, call history is added to that ticket | - New ticket created - If the phone number of an open ticket is clicked to make an outgoing call, call history is added to that ticket | ● Call Type: Outgoing Call ● Phone Number: ‘Customer Phone Number’ ● Outgoing Number: ‘99999999 (Main Number)’ ● Outgoing Time: ‘yyyy-mm-dd hh:mm:ss’ ● Caller: ‘Zendesk Agent Name’ ——————————— ● Call Duration: ‘mm minutes ss seconds’ ● Recording URL: ‘Recording Playback Link’ | outbound_call ’Outgoing Number’ |
Missed Incoming Call | - Call history is added to the existing recent missed incoming call ticket | - Call history is added to the existing recent missed incoming call ticket | ● Call Type: Missed Incoming Call ● Phone Number: ‘Customer Phone Number’ ● DNIS: ‘DNIS Number’ ● IVR Incoming Path: ‘IVR Tag’ ● Incoming Queue: ‘Queue Name’ ● Registration Time: ‘yyyy-mm-dd hh:mm:ss’ | missing_call |
| Callback Call | - New ticket created | - New ticket created | ● Call Type: Callback Call ● Callback Number: ‘Customer Phone Number’ ● DNIS: ‘DNIS Number’ ● IVR Incoming Path: ‘IVR Tag’ ● Incoming Queue: ‘Queue Name’ ● Registration Time: ‘yyyy-mm-dd hh:mm:ss’ | callback |
| Missed Outgoing Call | - Created if the call does not connect and is disconnected after ringing for more than 10 seconds - The first ticket is created as a new ticket, and if there are unresolved missed outgoing call tickets afterwards, call history is added to the unresolved ticket | - Same as above | ● Call Type: Missed Outgoing Call ● Phone Number: ‘Customer Phone Number’ ● Outgoing Extension: ‘Agent Extension Number’ ● Outgoing Type: ‘Outgoing Number (Main Number)’ ● Outgoing Time: ‘yyyy-mm-dd hh:mm:ss’ | no_answer |
| Outgoing Text | - Same as outgoing call - If sent from an open ticket, the text message history is recorded in that ticket | - Same as above - If sent from an open ticket, the text message history is recorded in that ticket | [SMS/LMS sent ‘Outgoing Number’ > ‘Customer Phone Number’] ‘Message Content…’ | text_out |
| Incoming Text | - Same as incoming call | - New ticket created | [SMS/LMS/MMS received ‘Customer Phone Number’ > ‘Main Number’] ‘Message Content…’ | text_in |
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