J
Josh Campbell
When we place an outbound call from Inbox or the Thread pod, we start from the ticket contact and can enter a different number in the call popup. The call is still recorded and transcribed as a call with that contact, even when the number belongs to someone else, so the transcript and call record name the wrong person.
Two problems this causes for us:
  1. Vendor calls are logged as client calls. When a tech calls an ISP about a client's outage from that client's ticket, the transcript attributes the ISP's side of the conversation to the ticket contact. Anyone reading the ticket later sees the client saying things the vendor said.
  2. Super Magic carries the error forward. Super Magic reads the transcript to summarize the call and write the TimePad entry, so the wrong name ends up in ticket notes and time entries.
Our workarounds today are pausing the transcript for the whole call or placing the call outside Thread, and both lose the record we turned on outbound calling to get.
Requested change, in the outbound call popup:
  1. A "Call someone else" option next to the ticket contact.
  2. Fields for a name (a person or a company, such as an ISP or a software vendor's support line) and the number to call.
  3. The option to pick an existing PSA contact from another company, such as a vendor contact we already keep in the PSA.
  4. The transcript, call recap and Admin call record show that name as the other party, while the call still logs to the ticket.
Bonus if the other party's name can be edited after the call, in case the wrong option was picked.
This would let us transcribe vendor and third-party calls on a client's ticket with an accurate record of who said what.