Allow A Way To Tag/Auto Solve Voicemail Tickets Where No Voicemail Was Actually Left | Community
Skip to main content
Idea Submitted

Allow A Way To Tag/Auto Solve Voicemail Tickets Where No Voicemail Was Actually Left

Related products:Voice (Talk)
  • March 5, 2026
  • 4 replies
  • 1 view
Kristal11

As a Support agent, when a customer gets to the voicemail option and hangs up or doesn't speak, then I want that ticket to auto-solve to reduce manual time. 

 

Tagging won't work because the only way to differentiate is that if a voicemail is actually left the transcript will have the word Customer. However, Zendesk doesn't ‘read’ internal system comments so it can't tag it for a trigger.

 

This is a big issue during busy times. It creates a lot of noise and manual triage work taking away agents from more meaningful work. Please figure this out. 

    4 replies

    Dan30
    • Dan30
    • March 9, 2026
    Hi Kristal,
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
     
    Widson
    • Widson
    • March 11, 2026

     

     

    Hi Kristal Offutt 

    You could create a trigger based on the content of comments containing the string “Call transcription” and NOT containing the word “Customer”. This should be sufficient to filter out empty or silent voicemails. 

     

    Let me know if this helps
     

      Kristal11
      • Kristal11
      • Author
      • March 11, 2026

      Thank you Widson, however as mentioned that doesn't work because Zendesk can't/won't read internal system driven comments which is where the transcript/word differences to tag would be. 

      Widson
      • Widson
      • March 12, 2026

      Hi @kristal11 

       

      A comment created by the system is searchable like any other comment (you can verify this by using the search tool to find text in the transcripts). 

       

      In fact, I tested leaving an empty voicemail, and the trigger worked (see the tag that was added). 

       

      Terms & ConditionsCookie settingsAccessibility statement