Tickets and transfers

Two things end most calls: a ticket, or a person. Zoe handles both on the line. It can raise and update work in the systems you have connected, and — where you have configured somewhere to send them — hand the caller to a colleague without making them hang up and dial again.

Raising a ticket on the call

Zoe gathers what the ticket needs while you talk, then prepares it and reads the summary back before anything is created. Nothing exists in your system until you approve it out loud; see Spoken approvals. If a required detail is missing or ambiguous, Zoe asks rather than filling in a placeholder.

Zoho Desk. Zoe fills the subject and description from what the caller described, and attaches the caller as the contact: it matches an existing contact by email first, then by phone number, and creates a new contact on approval when there is no match. It needs at least an email address or a phone number to do that. The department comes from the one named in the line's instructions, or the connector's configured default, or your organization's only department — if there are several and no default, Zoe asks which one to use. A ticket raised during a phone call is tagged with the Phone channel automatically, so your reporting can tell call-driven tickets from email and web ones.

ServiceNow. Zoe fills the short description from the caller's issue and classifies the incident against your instance's own choices — category, subcategory, and contact type — rather than letting it fall to the instance default. When the caller names an affected application, server, device, or service, Zoe looks it up and attaches it so the incident carries the affected item. The caller defaults to the requesting identity unless someone is explicitly named on whose behalf the call is being made, and Zoe checks for related or duplicate records first, linking them or adding the caller to an existing incident where that is the better answer. Creating an incident is approved by a tap in the app under the default policy; updates such as a work note, a state change, or a reassignment can be approved on the call.

Freshdesk, Zendesk, and ManageEngine work the same way where you have them connected, subject to the tools allowed on that line.

Getting the number read back

After an approved create goes through, Zoe reads the new record's human-readable number back to you — "Ticket #101", "Request #4487" — so you can quote it later. That number is the one your agents see, never an internal identifier. Systems that do not return a number simply get a spoken confirmation that the change is done. Ticket updates confirm the change rather than repeating a new number.

Transferring to a person

Transfers happen when the caller asks for someone, when Zoe judges the request is beyond what it can do on that line, or when a call reaches its configured time limit and the line has somewhere to send it.

Zoe can only transfer to destinations your administrators configured for that line — each one a named choice such as "support" or "billing", with the actual number or address held on the platform and never exposed to Zoe. It picks the name that matches the caller's need; it cannot dial anywhere else. If no destinations are configured, transfer is off for that line and Zoe offers to take the details into a ticket instead.

What the caller hears:

1. Zoe announces the transfer before it starts — who the caller is going to, and why.
2. The call moves across to that destination, and Zoe's part of the call ends there. The caller carries on with the person; Zoe does not stay on the line or listen in.
3. If the transfer cannot be completed, Zoe apologizes and keeps helping — a failed transfer never drops the caller.

Zoe may also end a call itself, once the caller's business is complete and goodbyes have been said, or when the caller asks to hang up. It will not end a call to get away from a frustrated or unresolved caller: those get a transfer or a ticket.

Which systems Zoe can raise work in depends on your plan and on what is connected in Connectors; which tools each line may use is set per line when it is configured.