Turn calls to your support number into cases

A support desk that only reads email is missing half its history. Somebody rings, nobody picks up, and the only record is on one person's phone. This turns calls to your support number into cases, so the phone shows up in a customer's history alongside everything they have written.

It needs the Telavox integration. Nothing here happens until you switch it on, and nothing outside the numbers you name is ever touched.

Switching it on does one thing: it records the calls that come in on those numbers, and gives you somewhere to place the ones nobody recognised. Whether those calls also become support cases is two more switches, both off to begin with, because that is a decision about how you run your support desk rather than one we should make for you. Those two need the support module, so a workspace on a plan without it still gets the call record and says so plainly.

Set it up

Open the Telavox settings and find ⟦Supportlinjer⟧.

1. 1Turn on ⟦Slå supportlinjer til⟧.
2. 2Add each number under ⟦Supportnumre⟧. Formatting does not matter, so +45 70 12 34 56 and 004570123456 are the same number as far as this is concerned.
3. 3Decide what opens a case, if anything. Both switches start off. ⟦Opret en sag når ingen svarer⟧ covers the calls nobody answered. ⟦Opret også en sag for besvarede opkald⟧ covers the rest, so a question solved on the phone still leaves a trace. Leave them off and you have a call log, which for some teams is the whole point.
4. 4⟦Se bort fra besvarede opkald kortere end⟧ keeps misdials and voicemail beeps out of the queue. It applies to answered calls only, never to missed ones.

Naming the numbers is what keeps this safe. Personal calls, internal calls and anything on a rep's direct line are never looked at, because they did not come in on a line you listed.

Switching it on does not reach backwards. Calls from before the moment you flipped the switch stay where they are, so your queue does not fill up with this morning's phone traffic.

What lands in the queue

This part only applies once you have armed one of the two case switches. With both off, calls appear on the Support calls page and nowhere else.

A case appears a couple of minutes after the phone stops ringing. It is not instant on purpose: a support number usually rings several people at once, and the system waits until it can see that nobody picked up, rather than opening one case per colleague who did not get there first.

Each case carries:

• the caller's number, and the customer and contact when the number is one you already have;
• the tag missed-call when nobody answered;
• the tag unknown-caller when the number matched nobody.

From there it is an ordinary case. Your routing rules, default assignee, SLA clock and notifications all apply, exactly as they do for email. Set up the support desk

Placing the calls nobody recognised

A support line takes calls from people who are not in your CRM yet, so some cases will arrive with nobody on them. ⟦Supportopkald⟧, in the Operations part of the menu, lists everything that came in on a support line.

Switch to ⟦Skal placeres⟧ to see only the calls still waiting on a person. Use ⟦Placer på⟧ to put one on the right company or person; the case it opened moves with it, so the two never disagree.

⟦Afvis⟧ clears a call off the list without placing it, for wrong numbers and cold callers. It deliberately leaves any case alone. If you want the case gone too, close it in the support module like any other.

Worth knowing

If your plan does not include the support module, the two case switches are disabled and say so. Nothing else changes: the calls are still recorded, and you can still place them on the right company.

Somebody who calls back gets a second case rather than joining the first. There is no reliable way to tell a follow-up from a new question, and guessing wrong puts a conversation in the wrong place, which is worse than having two cases to tidy up.