We are currently using desk only for email support, with plans to implement Twillio integration. We've been doing some testing but I'm uncertain of a few things.

I know that zoho desk will log all incoming calls which for us includes those answered by an agent and those which go to voicemail. But can desk log the calls where a customer hangs up before it's answered? If so, where would that be configured? Can a ticket be automatically generated from a missed call (hang up). Currently tickets are only created for voicemails.

On a related note, does Desk also keep track of how long it takes a call to be answered? I couldn't find that either.