Unanswered-call tickets
Your job-management software marks some calls as answered when nobody actually spoke to the caller. The greeting picked up, the caller waited, and they hung up. As far as the call log is concerned that call was handled, so it never shows up as missed.
This switch catches those. When an inbound call has no length, no recording, and no voicemail, nothing happened on it — so it opens a Missed Call ticket and somebody calls that person back.
Every attempt counts
If a customer calls, talks to your team, and then calls again ten minutes later and nobody picks up, that second call still gets a ticket. The earlier conversation does not excuse the attempt that went unanswered.
How quickly it shows up
Within a couple of minutes, the same as every other ticket. There is nothing to wait for: a call that is still going is marked as in progress, and a finished call has its length straight away. Recordings do arrive late, but this never looks at the recording to decide.
What closes one of these tickets
Only a real follow-up — someone calls the customer back, or the customer calls again and reaches a person. The original call is not looked at again. If a ticket ever turns out to be wrong, close it by hand.
When you turn it off
- Calls marked answered are trusted as answered, even with no length or recording.
- Tickets already opened this way stay open, and still close on a real callback.
- Every other kind of missed-call ticket is unaffected.