Why doesn't the condition "Channel is Voicemail" work in triggers and views when omnichannel is enabled?

Issue symptoms

I am using Zendesk Talk with omnichannel routing enabled, but notice the condition Channel | Is | Voicemail does not work with my triggers and views to track voicemail tickets.

Zendesk currently handles voicemail tickets differently when calls are routed through omnichannel during active business hours. As a result, the system cannot reliably identify these tickets as voicemails using the standard channel condition. This limitation affects any triggers, automations, or views that rely on this condition, causing them to function incorrectly.

Resolution steps

To accurately track voicemail tickets, create a trigger that automatically adds a specific tag, such as special_voicemail, to each voicemail ticket. The tag you add can then be used as a condition in your SLAs, triggers, views, and automations to properly handle voicemail tickets.

For example, you might use the following conditions in the trigger to identify and tag voicemail tickets:

Ticket > Ticket | Is | Updated

Ticket > Subject text | Contains the following string | Voicemail from

For more information, see the articles: Creating ticket triggers and Working with ticket tags.