We frequently receive inbound calls from shared business lines. When those calls roll to voicemail, the caller often hangs up or leaves a message without identifying themselves by name.

Current Behavior:

The system creates a ticket based on the incoming call.

Because no user is identified, the ticket is assigned to a default/fallback contact.

This results in a large number of generic or “unknown” tickets tied to the default contact.

Our team then has to manually investigate which company the call belongs to and follow up, which is time-consuming.

Requested Enhancement:

If an incoming call is matched to a known company (based on the phone number), but no specific user/contact is identified:

Create the ticket under the associated company only

Do not assign it to the default fallback contact

Leave the contact/user field blank (or marked as unknown)

Business Impact:

Reduces clutter and confusion caused by tickets assigned to a generic contact

Improves ticket accuracy by correctly associating activity with the right company

Saves technician time currently spent identifying and reassigning tickets

Streamlines follow-up workflows for shared-line callers