Voice tickets and eventsUpdated 2 months ago
Voice tickets don't have messages, they only have events - this changes the way they're handled by Rules and Views.
Views
Sort order
To reorder Voice tickets in a View, use Ticket created and Ticket updated. Attributes like New message in ticket won't work as Voice tickets have events, not messages.
Channel filter
Due to the nature of the Voice integration, call tickets/channels are isolated differently from other channels.
Views should be filtered using Tags > contains one of > (xxx) xxx-xxxx.
Rules
Channel filter
Due to the nature of the Voice integration, call tickets/channels are isolated differently from other channels.
Rules should be set up using Ticket Tags > (xxx) xxx-xxxx or Ticket Channel > is Phone.
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