Situation: In our call flow we have an automation that creates tickets for each received voice mail.
Problem: We are receiving a lot of empty voice mails and have many tickets in zendesk that need to be closed manually.
Solution: Easily identify empty voicemail tickets in Zendesk and automatically close them.
Step by step instructions:
1. Create a trigger that has the condition: Recording duration less than 5 seconds.
2. Create a global automation that fires on "recording finished" and includes the trigger we created.
3. In the automation section for Zendesk add in the tag 'empty_voicemail' so that you can more easily filter these voicemails. Also, you can add additional fields with data you want to see in the ticket (see examples in screenshot):
The ticket will look something like this in Zendesk:
4. Based on the tag you can create an automation in Zendesk (under Admin > Objects and rules > Automations) that will automatically close those tickets.
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