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Prevent Ticket Creation Without Voicemail or Transcription

  • March 13, 2024
  • 6 replies
  • 1 view
Jessica14

1. Is there a way to prevent a ticket from being created if the customer does not leave a voicemail or no transcription is detected? 

2. Is there a way to prevent a ticket from being created if the voicemail or transcription is less than 9-10 seconds? 

    6 replies

    Jupete
    • Jupete
    • March 14, 2024
    Hi Jessica, thanks for writing in! We have responded on the ticket you've created and we can continue from there. Otherwise, please let me know. 
     
    These documents cover what options are available on how we can work on the tickets being created and put a workaround to auto-close the tickets.:
    Understanding how Talk calls become tickets.
    Can I disable automatic ticket creation for calls?
    Managing Talk line settings  
     
    Have a great day ahead!  
    Kristal11
    • Kristal11
    • February 23, 2026

    @jupete Can you share what the solution was that you sent/answered in the other ticket? I'm hitting my head against a wall trying to auto-solve out these voicemail tickets that have no transcription. Is there a reason Zendesk doesn't “read” description text when it's an internal note? Curious what the solution is! 

    Jessica14
    • Jessica14
    • Author
    • February 25, 2026

    Hey Kristal. We created a trigger where it would fill in the ticket fields and auto solve it if it did not detect a transcription. It worked great until the recent change to the “call transcript” section of the ticket. We are still trying to figure out how to change the trigger to close the tickets without a call transcript. I would be more than glad to chat with you about it offline if you  would like. Jessica.R.Russell@tn.gov is my email if you would like to connect. 

    Francis14
    • Francis14
    • February 28, 2026
    Hi Kristal,
     
    Regarding your question about auto-solving voicemail tickets that have no transcription: Zendesk’s system currently doesn't parse or “read” description text within internal notes because internal notes are designed primarily for agent communication and aren’t processed the same way as public ticket comments or fields.
     
    To help auto-solve these voicemail tickets, a common approach is to set up triggers or automations that focus on ticket properties or fields that are consistently updated, such as tags, status, or specific custom fields, rather than relying on the content of internal notes. For example, if your voicemail app or integration adds certain tags or updates specific fields when a voicemail has no transcription, you can create a trigger that automatically solves those tickets based on those criteria.
     
    If you haven’t done so already, you might also consider using a custom field to flag voicemail tickets without transcriptions and then use that field to build your automation rules.
     
    Kristal11
    • Kristal11
    • February 28, 2026

    Thank you @francis14 so how would we custom tag it in your suggestion? That's where I think the community is struggling now. 

    Francis14
    • Francis14
    • March 3, 2026
    Thanks for your follow-up, Kristal! You’re absolutely right — adding a custom tag is often where the setup can get tricky, especially if the voicemail integration isn’t automatically tagging tickets when there’s no transcription. 
     
    To add a custom tag for voicemail tickets without transcriptions, you can either configure your voicemail integration to automatically add tags when a transcription is missing, create a Zendesk trigger that adds a no_transcription tag based on an empty transcription field, or use middleware or the Zendesk API to tag those tickets programmatically. Once the tickets are tagged, you can set up automations to auto-solve them accordingly. 
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