Understanding how Contact Center calls become tickets

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<p id="docs-hc-snippet" style="display: none;">When an agent answers or makes a call through the console, Zendesk creates a ticket. The ticket is associated with the calling number in either an existing end-user profile or a new profile that uses the calling number as the direct line. This article describes the circumstances where Zendesk creates and doesn’t create new tickets on calls and how profiles are linked to tickets.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Calls made in the console create tickets tied to the caller’s phone number and linked to an existing or new end-user profile. Inbound calls and voicemails usually create a new ticket unless a ticket ID matches an open ticket, while outbound calls create a ticket unless started from the ticket composer. Tickets can include call details, recordings, transcripts, summaries, and you can merge a new call ticket into an existing ticket when needed.</p>
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<div class="body">
<p class="p">When an agent answers or makes a call through the console, Zendesk creates a ticket. The
ticket is associated with the calling number in either an existing end-user profile or a
new profile that uses the calling number as the direct line. This article describes the
circumstances where Zendesk creates and doesn’t create new tickets on calls and how
profiles are linked to tickets.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_rwc_xr2_pjc__ul_hst_yr2_pjc">
<li class="li"><a class="xref" href="#understand">Understanding how calls become tickets</a></li>
<li class="li"><a class="xref" href="#merge-tickets">Merging tickets when a call is about an existing ticket</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="understand">
<h2 class="title topictitle2" id="ariaid-title2">Understanding how calls become tickets</h2>
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<p class="p">On inbound calls, Zendesk creates a new ticket when an agent answers a call or when
an end user leaves a voicemail, unless the <em class="ph i">zendesk_ticket_id</em> contact attribute is set
in the contact flow. When Zendesk receives the <em class="ph i">zendesk_ticket_id</em> of an open ticket,
the call or voicemail is associated with that ticket. If the <em class="ph i">zendesk_ticket_id</em>
corresponds to a ticket that doesn't exist or that is closed, then a new ticket is
created.</p>
<p class="p">On outbound calls, Zendesk creates a ticket unless the agent initiates the call from
the channel switcher in the ticket composer. If the agent initiates a call from the
console or from an end-user profile, Zendesk creates a new ticket. For more details,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10904751873690" target="_blank">Making outbound calls in Contact Center</a>.</p>
<p class="p">When a ticket is created, it contains details about the call or voicemail
including:</p>
<ul class="ul" id="understand__ul_jst_yr2_pjc">
<li class="li">Overview
<ul class="ul" id="understand__ul_kst_yr2_pjc">
<li class="li">Direction: inbound or outbound.</li>
<li class="li">From: caller phone number.</li>
<li class="li">To: destination phone number.</li>
<li class="li">Date: weekday, month and day of month. </li>
</ul>
</li>
<li class="li">Caller information
<ul class="ul" id="understand__ul_lst_yr2_pjc">
<li class="li">Type: phone, mobile, or SIP.</li>
<li class="li">Queue name: name of the queue in Amazon Connect.</li>
</ul>
</li>
<li class="li">Post call

<ul class="ul" id="understand__ul_mst_yr2_pjc">
<li class="li">(Optional) Recording consent: whether the caller opted in or
out to the recording of the call.</li>
</ul>
</li>
</ul>
<p class="p">Optionally, depending on the configuration, it can also contain:</p>
<ul class="ul" id="understand__ul_nst_yr2_pjc">
<li class="li">A recording of the call, which may be redacted.</li>
<li class="li">A transcript of the call, which may be redacted.</li>
<li class="li">With the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank">Copilot add-on</a>, a summary of the call
transcript.</li>
</ul>
</div>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="merge-tickets">
<h2 class="title topictitle2" id="ariaid-title3">Merging tickets when a call is about an existing ticket</h2>
<div class="body">
<p class="p">Sometimes, callers might contact you about an issue already covered in an existing
ticket. To handle this situation, complete the call and add comments as needed to
the new ticket. You can then merge the new ticket with the existing ticket.</p>
<p class="p">The phone number shown at the top of a ticket is the phone number that caused the
ticket to be created. When you merge two tickets that both have voice comments,
Zendesk shows the number associated with the ticket you merge into. For details, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882445594" target="_blank">Merging tickets</a>.</p>
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