Freshdesk is treating abandoned calls incorrectly and support says it’s functioning as designed, so there is nothing they can do.
If a caller hangs up during the outgoing voicemail message, without leaving a voicemail themselves, the ticket gets created as a voicemail, my automation runs as if it’s a voicemail (high priority), and THEN Freshdesk recognizes that it’s in fact an abandoned call, then changes the subject to Abandoned Call. I’m left with an Abandoned Call with a High priority.
I can’t even make a Time Trigger automation to switch priorities after the fact since Time Triggers does not allow me to search in Subject or Description.
I’ve seen a few others complaining about this over the years. Why isn’t this being fixed?
