All the calls to and from the phone channel can be converted to tickets. All your support calls will be accounted for. When you receive a call regarding the same issue the second time, the old tickets will give you context and save time.
- You can see all recent tickets from the contact while on the call, and choose to add the current call to one of the tickets.
- At the end of the call, you will have the option to create a new ticket. Any notes you took during the call will also be added to the ticket.
- If you have enabled the option to record calls from that specific number, the call recording will be added as a private note to the ticket.
- The ticket will be immediately created or updated, and you will be taken to the ticket page where you can make any additional updates to the ticket.
- You can choose not to convert the call to a ticket by just closing the phone widget after the call.
All the calls to and from the phone channel can be converted to tickets. All your support calls will be accounted for. When you receive a call regarding the same issue the second time, the old tickets will give you context and save time.
- After the call ends, the “Convert to ticket” window appears.
- The notes you added to the ticket during the call appears in a text box to which you can add more points.
- You can convert this into a new ticket or add this as a note to the existing ticket.
- When you want to add it to an existing ticket, you can search the old tickets by the ticket id or the subject or the requester of the ticket.
- You can even choose to not convert the call into a ticket.
- You can always go back to the call history and convert your old calls to ticket.