Currently when a Voicemail is automatically converted to a Freshdesk ticket it only shows us the number that the customer called into, even though we can see the IVR choice(s) made in the Call Lifecycle in Freshcaller.
Our IVR determines which department gets each call, and therefore each voicemail, but without this data in the ticket Freshdesk can only assign the voicemail (using automations) to a single department which is then tasked with figuring out where the voicemail actually needs to be assigned. This is cumbersome, and incredibly inefficient.
We would like the IVR data to be in the Freshdesk ticket so automations can be set up (using that data) to assign voicemail tickets appropriately based on the customer selection(s) AND to see which IVR options generate the most Missed/Abandoned calls.
