Desk.com does not allow the creation of multiple cases associated with the same Talkdesk call or voicemail. However, it is possible to create a case when a call starts and append a note at the end of the call with additional information.
If you want to create a case when the call starts we suggest you to use the following automated task:
- When a call is answered in Talkdesk then create an email/phone case in Desk.com.
If you want to update this case with information about who took the call, the record and eventually the call disposition you can use:
- When an inbound call ends in Talkdesk then add a note in Desk.com. The note will be associated with the case created.