Start a new call (ticket)

tejville

Hello team,

Is there a way to first create a new, lets name it "record a call" option, so when an end-user contacts via email teams, or even phone call, the operator opens/create a new call and needs to choose if its an request or incident and choose the contact type: phone, teams, email or walk-in)

Regards

tejville

Also as a side note, we have divided the ticket type in 2 ways, incidents if something is not working witch has the INC prefix and Request if user needs something witch have RITM prefix.

So we need to have a "CALL" that handles this first initial contact point.

KevinTheJedi

tejville

Your statements are quite confusing. Can you please further explain? Maybe provide screenshots, etc.?

Cheers.

tejville

Yes let me explain my point as I was not that clear.

When an Agent receives a phone call, email or a chat on teams, instead of opening directly a ticket (incident or request) he will open a call and then from that will create a ticket a ticket (incident or request) by assigning the correct Help Topic.

I've attached an example from Service Now.
Consider the following
Call type is : Request or Incident (in our case the correct Help Topic)
Contact type : Phone, Email, Teams

KevinTheJedi

tejville

For that you’d need service now to send an email to a system email that you fetch/pipe from and then set the help topic via the email settings or via a filter. Or you could have service now send an API request to create a Ticket.

Cheers.