Plan requirement
| Subscription | Any plan |
| Access | Admin |
Calls create tickets by design. What you can change is what happens to the ones you do not want to keep.
Can I stop calls creating tickets?
Generally not, and that is deliberate. Creating a ticket is what makes calls countable, reportable and part of the customer's history. Without it, phone is invisible in your figures and a caller's history has gaps.
The one setting that does exist
On the Lines tab, each line has Create ticket for abandoned calls?. Turn it off and a caller who hangs up before anyone answers no longer produces a ticket.
We suggest leaving it on. See below for why.
It does nothing under omnichannel routing. With omnichannel routing switched on, a ticket is always created for an abandoned call, whatever this setting says. So if you turned it off and the tickets kept coming, the setting is not broken and you are looking at the wrong control.
What are you trying to fix?
Fewer tickets from wrong numbers and hang-ups. A trigger can solve or tag calls under a certain length, which keeps them out of the queue while leaving them counted.
Internal calls not appearing. Agent-to-agent calls can be handled differently from customer calls.
A tidier queue. Routing and views do this better than not creating the ticket, and you keep the data.
Abandoned calls are worth keeping
A caller who hung up while waiting is one of the most useful numbers you have, and it only exists because the ticket was created. Suppressing those hides the problem rather than solving it.
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