Voicemails will show up in the Unassigned WOW Center view on Zendesk.  Here are some general practices for handling voicemails.

  • Unless we are approaching an order entry cut-off time, voicemails should be listened and responded to after all other channels of communication have been answered.
  • If there is a question with a voicemail, call or text the customer back and get further information. Do not make assumptions.  It is always better to get the order inputted correctly the first time.
  • If you need to get further input from another group, communicate those details in the body of the ticket before re-assigning. Not all agents have the capability to listen to a voicemail and they need to be able to quickly see what action needs to be taken.