After some research on logging phone calls on Zendesk when not using Zendesk Voice, I found a workaround which may interest other Zendesk users.
- Create a custom ticket field called source and enter your choices, in our case we entered phone, email, web. Although Channel can automatically detect where the ticket as come from ie. web, email, without Voice it can't detect when a phone call is being logged via the agent interface so the custom field works wonders here.
- Create a new view as normal, adding a rule for Phone to match the Source, add the columns you require, group by: and order by: if required.
- When creating a ticket in the Agent interface, select Phone as the source and this and any similar tickets will appear in the newly created view ie. Logged Calls
