Talkdesk Cases™ (TC) provides you with ten default recipes for automated tasks. By enabling and customizing your selection of recipes, you can quickly and efficiently hit the ground running with TC.

To find the list of default automated tasks, follow these steps:

In Talkdesk Workspace, go to Builder[1].
Click Integrations [2].
Select Talkdesk Cases [3].

The automated task list will appear. You can edit each one by clicking the gear icon and selecting the appropriate option.

Note: The default status for each recipe is “Disabled”.

Recipes:

When an inbound email is received, create a case

Name: When an inbound email is received, create a case in Talkdesk Cases.

Event and Action: When "a messaging conversation starts" in “Talkdesk internal” then “create a case” in Case Management

Filter:

“Channel Type” is equal to “EMAIL“.
“Direction“ is equal to “INBOUND“

Fields	Details	Note
Subject*	{{subject}}	Email subject
Description*	Request from {{contact_person_name}} for {{subject}}	multi-lines one line shows one field.
Status	None New (by default) Open Pending On-hold Resolved Closed Dynamic value drag output or write	New is the default value
Priority	None Low Normal (by default) High Urgent Dynamic value drag output or write	Normal is the default value.
Type	None (by default) Question Incident Problem Task	“None” is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an outbound email is sent, create a case

Name: When an outbound email sends, create a case in Case Management.

Event and Action: When "a messaging conversation starts" in “Talkdesk internal”, then “create a case” in Case Management.

Filter:

“Channel Type” is equal to “EMAIL“.
“Direction“ is equal to “OUTBOUND“

Fields	Details	Note
Subject*	{{subject}}	Email subject
Description*	Request from {{contact_person_name}} for {{subject}}	multi-lines one line shows one field.
Status	None New (by default) Open Pending On-hold Resolved Closed Dynamic value drag output or write	New is the default value.
Priority	None Low Normal (by default) High Urgent Dynamic value drag output or write	Normal is the default value.
Type	None (by default) Question Incident Problem Task	“None” is the default value.
Custom Fields	Only show active custom fields in the following 3 formats: Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an inbound call starts, create a case

Name: When an inbound call starts, create a case in Case Management.

Event and Action: When "an inbound call starts" in “Talkdesk internal” then “create a case” in Case Management.

Fields	Details	Note
Subject*	Inbound call with {{contact_phone_number}}
Description*	Event Name: {{event}} Contact Phone: {{contact_phone_number}}	One line shows one field.
Status	None New Open (by default) Pending On-hold Resolved Closed Dynamic value drag output or write	Open is the default value.
Priority	None Low Normal (by default) High Urgent Dynamic value drag output or write	Normal is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an inbound call ends, update a case

Name: When an inbound call ends, update a case in Talkdesk Case Management.

Event and Action: When "an inbound call ends" in “Talkdesk internal” then “update a case” in Case Management.

Fields	Details	Note
Status	New Open (by default) Pending On-hold Resolved Closed
Priority	Low Normal (by default) High Urgent
Call Notes	Event Name: {{event}} Contact Phone: {{contact_phone_number}}
Type	Question Incident Problem Task	“None” is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an inbound call disposition is set, update a case

Name: When an inbound call disposition is set, update a case in Case Management.

Event and Action: When "an inbound call disposition code is set" in “Talkdesk internal” then “update a case” in Case Management.

Fields	Details	Note
Status	New Open (by default) Pending On-hold Resolved Closed
Priority	Low Normal (by default) High Urgent
Call Notes	{{description}} Event Name: {{event}} Contact Phone: {{contact_phone_number}}
Type	Question Incident Problem Task	“None” is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an outbound call starts, create a case

Name: When an outbound call starts, create a case inCase Management .

Event and Action: When "an outbound call starts" in “Talkdesk internal” then “create a case” in Case Management.

Fields	Details	Note
Subject*	Outbound call with {{contact_phone_number}}
Description*	Event Name: {{event}} Contact Phone: {{contact_phone_number}}	One line shows one field.
Status	New Open (by default) Pending On-hold Resolved Closed	Open is the default value
Priority	Low Normal (by default) High Urgent	Normal is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an outbound call ends, update a case

Name: When an outbound call ends, update a case in Case Management.

Event and Action: When "an outbound call ends" in “Talkdesk internal” then “update a case” in Case Management.

Fields	Details	Note
Status	New Open (by default) Pending On-hold Resolved Closed
Priority	Low Normal (by default) High Urgent
Call Notes	Event Name: {{event}} Contact Phone: {{contact_phone_number}} Record Url: {{recording_url}}
Type	Question Incident Problem Task	“None” is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an outbound call disposition is set, update a case

Name: When an outbound call disposition is set, update a case in Case Management.

Event and Action: When "an outbound call disposition is set" in “Talkdesk internal” then “update a case” in Case Management.

Fields	Details	Note
Status	New Open (by default) Pending On-hold Resolved Closed
Priority	Low Normal (by default) High Urgent
Call Notes	{{description}} Event Name: {{event}} Contact Phone: {{contact_phone_number}} Record Url: {{recording_url}}
Type	Question Incident Problem Task	“None” is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When a voicemail is left, create a case

Name: When a voicemail is left, create a case in Case Management.

Event and Action: When "a voicemail is left" in “Talkdesk internal” then “create a case” in Case Management.

Fields	Details	Note
Subject*	Voicemail left by {{contact_phone_number}}
Description*	Event Name: {{event}} Contact Phone: {{contact_phone_number}}	One line shows one field.
Status	New (by default) Open Pending On-hold Resolved Closed	New is the default value.
Priority	Low Normal (by default) High Urgent	Normal is the default value.
Custom Fields	Only show active custom fields in the following 3 formats: Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

When an inbound disposition is Attempting Contact, create a case

Name: When an inbound disposition is Attempting Contact, create a case in Case Management.

Event and Action

When “an inbound disposition code is set” in “Talkdesk Internal” then “create a case” in Talkdesk Case Management.

Filter

“Call disposition” “Is equal” “Attempting Contact”.

Fields

Fields	Details	Note
Subject*	Inbound call with {{contact_phone_number}}
Description*	Event Name: {{event}} Contact Phone: {{contact_phone_number}}	One line shows one field.
Status	None New Open (by default) Pending On-hold Resolved Closed Dynamic value drag output or write	Open is the default value.
Priority	None Low Normal (by default) High Urgent Dynamic value drag output or write	Normal is the default value.
Custom Fields	Only show active custom fields in the following 3 formats： Drop-down Text Multi-line text	“None” is the default value for drop-down custom fields.

For more information about Case Management, please read our documentation.

How can we help?

Default Automated Tasks for Talkdesk Cases

Published November 11, 2022 15:29 • Last Updated November 24, 2023 16:31