Have missed calls create a ticket rather than add to an open ticket
C
Cameron Hall
Please have all missed calls create a ticket. Currently if a customer has an open and assigned ticket the missed call notification simply adds to that ticket. This means only that advisor can see the missed call and act on it, and while it most likely relates to that issue, it also may not.
It would be better to simply have a missed call ticket get created so any advisor in the team can action it when they see it and then can just merge it into the existing ticket if it is related.
E
Eric Besterman
Hi, I believe this is already a feature that is available? In a teams call settings there are two functions that can be turned off/on. "Ring Last Advisor" and "Create a ticket for missed calls".
I have turned ON create new tickets for missed calls and turned OFF ring last advisor. With these settings, every single call creates a new ticket.
We had to do this because we don't have a centralized call center, but rather a call tree for each branch that branches off to each local department.
And to many calls were missed due to only ringing an advisor that was away at the time.
C
Cameron Hall
Eric Besterman Hi Eric, we have the "create a ticket for missed calls" option on, and "ring the last advisor" option off and it does ring everyone, but if the call is missed it just adds it to their last open ticket.
After speaking with ExpertConnect support, this is the behaviour they expect and suggested I make this feature request.