We have our voicemail system emailing tech support voicemails into the helpdesk system - so we can easily create a ticket from the voicemail.
The problem we have is, even if the voicemail is 3 seconds long (a hang up), the ticket still comes in.
Thats ok - we just need to know the best way to eliminate it.
Option 1 was to SPAM it – but then we are afraid the “learning filter” will wind up spamming all the messages eventually (not just the ones with hang-ups).
Option 2 is to take the ticket, and mark it as something like DUPLICATE REQUEST. However, we still have to fill in all of the fields.
Is there a way to choose an option (like DUPLICATE REQUEST), and have all fields auto-populated.
Even better would be another folder called “TRASH” that we can move messages to, for eventual deletion (even if they can only be deleted by the ADMIN of the system).
Any ideas are welcome (and appreciated) …