Voicemail → Ticket

When a client calls the ANC Tech Support line and leaves a voicemail, a ticket is created automatically in the Service Dashboard within about 30 seconds. No manual step, no dropped calls, no "I'll check the voicemail inbox tomorrow."

How it works

1. Client dials the support line → routes to Zoom's auto-receptionist → voicemail extension
2. Client leaves message, hangs up
3. The phone system sends the voicemail notification with audio and transcript to the automation
4. The automation reads the caller number, formats it, and sends the details to the Service Dashboard
5. Dashboard creates the ticket with:
   • Source: voicemail
   • Category: voicemail
   • Priority: critical (always — someone bothered to call)
   • Title: "Voicemail from [Caller Name] ([Phone Number])"
   • Description: full transcription + a link to listen to the recording
   • Contact phone: the caller's number (searchable, visible on list view)
6. Slack notification fires to the tech support channel

Caller info extraction

If the automation does not receive a clean caller-number field, the dashboard reads the phone number and name from the transcription text, such as "My name is X, callback number Y." So even messy messages still land with useful caller information.

Dual-write during transition

The voicemail pipeline was set up as a dual-write with Zendesk (ANC's prior system). Every voicemail creates a ticket in both places during the validation window, so nothing slips through. Once the Service Dashboard flow is proven out, the Zendesk side gets retired.

Linking to a venue

Voicemails come in with no venue attached (the caller doesn't usually announce which venue they're at). On the ticket detail page, the Venue field is editable — hover and click "Link" to type-search and pick the right venue. The ticket then inherits venue-linked services, Slack channel, and reports routing.

See also

• Tickets — the wider ticket system this plugs into
• Roles and Access — who can edit venue on a voicemail ticket