One way to label a ticket as call abandoned

Christina Dechent
Christina Dechent
  • Updated

When integrating a helpdesk or CRM with babelforce, it is common to tag a case/ticket for a call with "call_abandoned" or "call_missed" if the call was not taken by an agent. 

To do this, use a global Automation on "Call finished" to trigger the Action "Update ticket". Moreover, we have to create a Trigger with the conditions to ensure that the Action is only fired if a call finishes without any agent taking it.

The Trigger you need looks like this:


Your Automation then uses the above Trigger and in the Action "Update ticket" your "Tags" tab will need to look something like this:



There are always alternatives to a process. This describes only one way. For instance, you could also have the call_missed tag on every ticket that is created and remove it the moment the call is bridged to an agent. As always, this is all up to you. Build the processes you want!


If this all was a little too fast for you, go back to this article explaining local and global Automations in more detail. It also features the example of missed calls but uses a slightly different Trigger.




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