Voicemail to Ticket Intro
1Stream Core Required
1Stream Core Required
This feature is available for only 1Stream Core licensed users and higher plans. If you don't have this and would like this feature to be available, please reach out to your Sales Representative to upgrade user licensing.
- Lite and View plan users can have a version of this functionality, as shown in our Sending Voicemails to Ticket System article.
- If you would like the text transcription of the voicemail to be added to the ticket, that must be configured separately outside of this article. For information on transcription activation, please see our Voicemail Transcription article.
- Without transcription, the voicemail audio file will simply be attached to the ticket, as well as the ticket being matched to a contact if one was found matching the caller ID.
What Voicemail to Ticket Does
Voicemail to ticket functionality in 1Stream allows for voicemails and their transcriptions to be translated over into a ticket on a set board/queue/etc.
How to Setup Voicemail to Ticket for HaloPSA
- Log into the 1stream Admin Portal.
- Go to the Administration > Manage Organization menu in the top right.
- Scroll down to the Connected Account and CRM Settings section.
- Click on the HaloPSA text. The Edit Connected Account/CRM settings pop-up will appear.
- Scroll down to the Client Voicemail To Tickets section.
- Click on the green circled + to open the configuration pop-up. The Add New Client Voice Mail Extensions to Tickets pop-up will appear.
- In the Extension Number field, pick the desired extension that will receive the voicemails that should be pushed to ticket.
- In the Ticket Type drop-down, select the desired board that the voicemails should be sent over to.
- In the Status drop-down, select the desired status the voicemail ticket will be placed in, if applicable.
- In the Assigned Agent drop-down, select the desired Agent that will be assigned when the ticket is created, if applicable.
- In the Category 1 - 4 drop-downs, select the desired Category that will be applied to the ticket, if applicable.
- You can leave “(Select)” for any of these if you do not use this ticket field. Category 2 - 4 are often custom, whereas Category 1 is the default out of box with HaloPSA.
- In the Impact drop-down, select the desired Impact value that will be applied to the ticket, if applicable.
- In the Urgency drop-down, select the desired Urgency value that will be applied to the ticket, if applicable.
- In the Source drop-down, select the desired Source value (e.g. “Phone” or “Call”)
- Click the Save button.
- In the VM to Ticket Settings section, specify the Catch All Company and Contact that will be used when the caller cannot be matched to an existing contact.
Once done, any voicemails received for the assigned extension will produce a ticket with the voicemail file and transcription as an attachment. It does take a few minutes for the voicemail to be transcribed and the ticket to be created.