Zendesk IVR triggers allow you to automate workflows, route tickets, and escalate customer interactions based on how callers navigate your phone menus. In this guide, you’ll learn how to enable scenario logging in Ringover, configure custom triggers in Zendesk, and apply automated tags to missed or abandoned calls.

Streamline customer support

1. Understand the benefits of IVR automations

Connecting your Ringover IVR (Interactive Voice Response) data to Zendesk triggers removes manual logging steps and helps your team handle missed calls with surgical precision.

• Increase Time to Resolution: Automatically route, prioritize, or assign follow-up tasks based on exactly where a customer abandoned their call on your IVR.
• Boost Team Reactivity: Trigger instant notifications so your support team can proactively respond to drop-offs on high-priority lines.
• Enhance Productivity: Automate ticket categorization and tagging, drastically reducing manual administrative work for your agents.

2. Enable IVR scenario logging in Ringover

Configure Ringover to append your automated switchboard paths and drop-off points directly to your Zendesk tickets.

1. Log in to your Integration's page.
2. Locate Zendesk and click on Configure.
3. Locate the option Include scenario name in call logs (for incoming IVR calls) and switch the toggle ON.
4. Save your settings.

Once this toggle is active, Ringover will enrich every newly created ticket with two vital pieces of metadata:

• The IVR Name is automatically added to the Ticket Subject.
• The last IVR scenario step reached by the caller is automatically added to the Ticket Comment.

3. Set up your automated Trigger in Zendesk

Build a trigger that monitors incoming tickets for specific IVR keywords and automatically applies a tag when a customer abandons the call.

1. Log in to your Zendesk Admin Center.
2. Open the left-hand menu, navigate to Objects and Rules, and find the Business Rules section.
3. Click on Triggers.
4. Click on the Create Trigger button in the top-right corner.

5. Enter a clear name and select a category for your trigger in the creation form.
6. Scroll down to the Conditions panel and select Meet ALL of the following conditions.

7. Click on Add Condition and configure your first condition:

   • Dropdown: Select Ticket > Subject Text
   • Operator: Select contains the following string
   • Value: Type Missed call (this identifies customers who hung up during the IVR)

   Click on Add Condition and configure your second condition to identify your specific IVR:

   • Dropdown: Select Ticket > Subject Text
   • Operator: Select contains the following string
   • Value: Type your specific IVR name (for example, IVR Demo)

   Click on Add Condition and configure your third condition to capture the exact step where the caller hung up:
    

   • Dropdown: Select Ticket > Comment Text
   • Operator: Select contains the following string
   • Value: Type the exact name of the target IVR step (for example, automation zendesk)

8. Scroll down to the Actions panel at the bottom of the form.
9. Set your action:
   • Action Dropdown: Select Add tags
   • Value: Enter automation_ok
10. Click on Create to activate your trigger.

Ensure that the string values you enter exactly match your IVR scenario names and drop-off steps in Ringover, as these fields are case-sensitive.

Result

With this automation, whenever someone calls the IVR number and drops off without speaking to an agent (missed call) after making a choice that directs them to the "automation zendesk" step, the created Zendesk ticket will be tagged with "automation_ok".

5. Explore practical trigger applications

Now that your core automation is set up, you can adapt these conditions to handle other common customer support scenarios:

• Follow-Up Reminders: Automatically assign a high-priority callback ticket to an agent if a caller abandons the queue while waiting on a specialized "VIP" or "Billing" IVR branch.
• Customer Feedback Requests: Trigger a satisfaction survey link via email if a caller successfully reaches a "Self-Service Support" IVR branch but hangs up before speaking to a representative.
• Escalation Alerts: Instantly flag tickets and notify team managers if a user drops off during an "Account Cancellation" or "Complaint" IVR menu option.

🎉 You now know how to build automations with Zendesk triggers and can ensure no customer inquiry slips through the cracks when callers drop off from your IVR!