Why did my trigger for incoming calls act on voicemail tickets?

Question

I created a trigger for incoming calls. However, I noticed it acted on voicemail tickets. What caused this behavior?

Answer

Verify your trigger, which contains a condition that includes voicemail tickets:

Object > Ticket > Channel | Is | Phone call (incoming)

To avoid that trigger from acting on your voicemail tickets, add a condition to exclude voicemail calls:

Object > Ticket > Channel | Is not | Voicemail

For more information, see these articles:

About triggers and how they work

Understanding how Talk calls become tickets