Hi team,
We hope you are doing well.
We would like to request an important enhancement related to the tickets that Zoho Voice creates in Zoho Desk for calls.
Currently
When Create Ticket is enabled in the Zoho Desk integration, Zoho Voice creates a ticket automatically after every call. At the same time agents can also create a ticket during the call from ZDialer (More > Apps > Zoho Desk > Create Ticket). When they do, the same call ends up with two separate tickets.
Example
A customer calls and the agent opens a ticket during the call to write down the request. When the call ends, a second ticket is created automatically for the same call. The two tickets are not linked: the agent's ticket has the conversation, and the automatic ticket has the call details.
What we're asking for
- If the agent already created a ticket during the call, do not create the automatic ticket. Add the call details (duration, recording, queue, agent) to the agent's ticket as a private note instead.
- If the agent did not create a ticket, keep creating the automatic ticket as today.
Why it matters
Duplicate tickets waste agent time, distort ticket and SLA reports, and separate the call details from the actual conversation.
Thanks,
Ram