Hey there @IStephenson and welcome to the Community!
@kennedyp confirmed what you’ve found on the forwarding/voicemal situation. I agree on the IDeas forum as well. Product managers do monitor those.
Additionally, here are a few thoughts. You can still create tickets from calls, even if they’re forwarded. You do this manually, or set up a workflow to automatically create tickets based on specific triggers.
You could also research third-party integratios with services like Aircall offer more advanced call routing and ticket creation features while integrating with HubSpot. If it’s a critical need, and HubSpot can’t do it (and an integration doesn’t solve), it might be a matter of looking at other solutions with deeper Service tools like Zendesk. HubSpot is great, but it’s not everything to everyone. Hopefully though, an integration solves it.