Creating and Managing Calls

Calls allow agents to record and manage telephone-related customer activity.

A call record provides a structured way to capture communication that occurs outside the normal ticket reply channel.

Create a call

1. Open the Calls area.
2. Enter a meaningful subject.
3. Select the direction of the call when available.
4. Record the telephone number when appropriate.
5. Add notes or a description describing the purpose of the call.
6. Link the call to the relevant customer, company, or ticket.
7. Assign the appropriate owner.
8. Add follow-up information when another action is required.
9. Save the call.

Incoming and outgoing calls

Use the call direction to distinguish calls initiated by the customer from calls initiated by your team.

Follow-up

If the conversation creates another commitment, record a follow-up date or create an appropriate task.

Good practices

Do not rely only on a brief subject when the conversation contains information another agent may need later. Record enough context to preserve the service history without including unnecessary sensitive information.