How Call History Comments Are Recorded When Dialing a Phone Number from Ticket Comments

When clicking on a phone number registered in the user's contact list to make a call from the ticket comment, the call history comment is currently recorded as an internal note in the ticket.

However, when dialing a new phone number, the Zendesk system does not provide the ticket ID, so it cannot identify the ticket and cannot record the call history comment in that ticket, resulting in the creation of a new ticket with the phone number or adding a comment to an existing unresolved ticket.

In the image below, the first shows that the ticket ID is provided when clicking on a registered phone number,

while the second shows that no ticket ID is provided when entering a number directly.

When making a call with a new phone number, it is recommended to first add the number to the customer contact and refresh the ticket, then click the newly added number to make the call as part of the workflow process.