Create a ticket from forwarded calls

[IStephenson]

Our company wants to create tickets in the Help Desk area using HubSpot calling. However, the company wants most of the calls to be forwarded to personal devices instead of using HubSpot Calling in the browser. Is that some kind of workflow I need to create? A HubSpot Support person showed me an article that said you can't forward Help Desk channel calls, it will go straight to voicemail. Should I look into other ways for my company to handle this? Any help or guidance is greatly appreciated!

[IStephenson]

@danmoyle @kennedyp Thank you for the replies! I'll report back to the business and see what they want to do. 

Dan - for this part that you mentioned:

"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. "

Would each person have to have a HubSpot number before I can forward a call to them? Sorry, I'm still new to HubSpot so I'm still trying to figure out how to get it to work.

Thanks again!!!

[danmoyle]

No worries @IStephenson - no apologies necessary, We're all learning together and I love clarifying questions. 

I don't think they need a HubSpot number, but they'd likely need to connect a number to HubSpot. I use the Sales app more than Service Hub calling, so I use the app and my own number. But you would need one of those options in order to see the call in HubSpot as I understand it. 

If they don't have a number, and it comes into a support number that pushes the call into HubSpot, then associating them to it in a Ticket might require them to be a user in HubSpot, but not necessarily have a number. 

I hope that doesn't muddy it up too much! 

[danmoyle · Accepted solution]

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. 

[kennedyp]

Hi @IStephenson! Welcome to the Community-- happy to have you here 😊

It is correct that you cannot forward phone numbers that are connected as a channel. I can absolutely see the value of this -- I encourage you to consider creating a post on our Ideas Forum here. If you find a similar idea, give it an upvote and share your unique use case in the comments.

I want to invite some subject matter experts to see if they have any suggestions.

Hey @Peter__Jones or @danmoyle,  do you have experience with call forwarding or suggestions for how we can manage/forward Help Desk calls?

Best,

Kennedy