Dialpad voicemail to Zendesk ticket triage agent

PromptCreate

Every 15 minutes, turn new Dialpad voicemails into triaged Zendesk tickets so the support team never has to listen to a voicemail blind.

Trigger: cron, every 15 minutes.

On each run, use Dialpad List Calls to find inbound calls to the watched voicemail box(es) that ended in voicemail since the last successful run. Track the last-seen call timestamp between runs so the same voicemail is never processed twice. For each new voicemail, call Dialpad Get Call Transcript to pull the AI-generated transcription of what the caller said.

Then, for each voicemail, read the transcript and do the triage:

1) Classify the request into one of: billing, outage, cancel intent, general question. Pick the single best fit; if nothing clearly matches, use general question.

2) Extract the caller's name and a callback number if either is mentioned in the transcript. Fall back to the Dialpad caller number when no callback is spoken. If a name is not mentioned, leave it blank rather than guessing.

3) Decide priority: urgent for cues like "site is down", "can't log in", "charged twice", "double charged", "fraud", or "cancel my account"; low for casual general questions with no time pressure; normal otherwise.

4) Draft a one-paragraph internal note that summarizes what the caller wants, any account details or dollar amounts they mentioned, and the recommended next step for the support agent. Write it as a support engineer would write it for a teammate, not as a customer-facing message.

Then use Zendesk Create Ticket with:

- Subject: "Voicemail from {caller name or 'unknown'} ({caller number})"

- Body: the drafted one-paragraph summary, followed by the full raw transcript at the bottom for reference

- Priority: the priority you decided above (map urgent, normal, low onto Zendesk's urgent/normal/low ticket priorities)

- Tags: the classification (billing, outage, cancel-intent, general-question) plus a fixed "voicemail" tag so these tickets are easy to filter

Let the user configure: which Dialpad voicemail box(es) to watch (one or many), the tag vocabulary (they may want their own labels instead of the defaults), the priority cues (they may want to add product-specific keywords), and optionally a Zendesk group or assignee to route new tickets to. If no group or assignee is configured, leave the ticket unassigned.

Skip any voicemail whose transcript is empty or too short to classify, and note that in the run so the user can spot Dialpad transcription failures. Do not send any outbound message to the caller from this workflow — the ticket is the only side effect.

What does this prompt do?

Checks Dialpad every 15 minutes for inbound calls that ended in voicemail since the last run
Pulls the AI transcript of what the caller said so an agent can understand the ask without listening
Classifies each voicemail (billing, outage, cancel intent, general question) and sets a priority based on cues in the transcript
Opens a Zendesk ticket with the caller's number in the subject, a one-paragraph summary in the body, and the classification applied as a tag

What do I need to use this?

A Dialpad account with permission to read call history and AI transcripts
A Zendesk account where the agent can create tickets
The Dialpad voicemail box or boxes you want to watch
Optional: the Zendesk group or assignee you want new tickets routed to

How can I customize it?

Change the schedule (every 15 minutes is the default, but hourly or every 5 minutes work too)
Pick which voicemail boxes to watch so main-line voicemails and department lines can be handled separately
Edit the tag vocabulary and priority cues to match how your support team already labels tickets
Route new tickets to a specific Zendesk group or assignee instead of leaving them unassigned

FAQs

Do I need to listen to the voicemails myself?

No. Dialpad transcribes each voicemail automatically, and the agent reads that transcript to build the ticket. You only listen if you want to double-check something.

What if the caller doesn't say their name or a callback number?

The agent uses whatever it can find in the transcript and falls back to the caller's phone number. If a name or callback number is missing, the ticket just notes that so an agent can follow up.

Can I have different voicemail boxes create different kinds of tickets?

Yes. You can point the workflow at one box or several, and adjust the tags, priority rules, or assignee per run so a billing line and a support line end up handled differently.

Will duplicate tickets get created if the workflow runs twice?

The workflow only looks at voicemails that arrived since the last run, so each voicemail turns into a single ticket.

Does this work on any Zendesk plan?

Yes. Any Zendesk plan that lets you create tickets through the API will work. Priority and tags are standard ticket fields on every plan.

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