Product feedback: Prevent unassigned tickets when callers do not choose an IVR option

Hi ​@Aleksandar11 , Thanks for the feedback!

There is a way to set up a “default” route option present in the IVR, which can be configured in IVR and gets activated when the greeting has played three times and the caller has not interacted.

Will it be an option for you to utilise that? 

In which case, you can also record a greeting with the default keypress to say the text you highlighted above and route to default group.

However, in this case the call will be routed to the default group rather than hung up, but the caller will still be free to hang up.

Here is an article to guide you for the setup.

Thanks

Rohan

Hello Rohan,

Thank you for the clarification regarding the default route configuration in IVR.

From our current setup and observations, the behavior we are experiencing is slightly different and we would like to clarify:

• The phone we use IVR in has only the IVR reference in the routing tab (no default group). The IVR main menu has no option to select default group routing.
• Our routing is fully based on IVR keypress selections (e.g. Group A vs Group B)
• In the current configuration, when a caller does not select any option in the main IVR menu, the call does not reliably route to a defined group. In such cases, this results in tickets being created without an assigned group or with unclear intent 

While the default route option can be helpful, there are still some practical limitations:

• It is only triggered after multiple repetitions of the greeting, which creates a delay and increases the likelihood of call abandonment
• It does not provide control over how many retries should occur before routing
• It does not allow capturing or tagging the scenario (e.g. “no selection”) for reporting purposes

To clarify, our requirement is not only to ensure a fallback route exists, but also: 

1. To have predictable and configurable behavior when no IVR option is selected  
2. To ensure all calls are routed with clear intent and proper group assignment
3. To allow tracking of incomplete IVR interactions

Could you please confirm:

• Whether a default route can be applied at the main IVR level with full control over retry logic
• Whether it is expected that calls without selection may still result in unassigned tickets in some scenarios

Thank you!

Hi ​@Aleksandar11 

I have answered your other post about a very similar issue here. Let me know if that answers your question or if you need more help.

Hello Widson,

Thank you for sharing the screenshot and the clarification.

From what we can see, the “Default” option you referenced is configured at the individual route / keypress level (i.e. after a caller has already selected an option in the IVR).

However, the issue we are facing occurs earlier in the flow at the main IVR menu level:

• When a caller enters the IVR and does not press any key  
• Before any routing decision or group assignment has been made  

At this stage:

• There is no group associated with the call yet  
• The “Default” route shown in the screenshot does not apply, as it belongs to a specific route configuration  

As a result, we are observing scenarios where:

• Callers do not make a selection at the main IVR level  
• The interaction does not map to a defined group  
• This can lead to tickets without a clear assignment or intent  

This ties directly to the feedback we raised in the related post regarding preventing unassigned or ambiguous tickets when no IVR option is selected.

To clarify, the gap we are highlighting is handling “no input” scenarios at the main IVR entry point (before any keypress), with the ability to:

• Define a default route or fallback group  
• Control retry behavior  
• Ensure all calls are associated with a valid group and intent  

Could you please confirm whether:

• A default route can be applied at the top-level IVR menu (prior to keypress selection), or  
• The current behavior is expected in scenarios where no selection is made  

Thank you!

Hi ​@Aleksandar11 

I'm not sure I understand the problem.

The top-level menu of the IVR has the same options as every other level. You can configure keypresses for 1-9, *, #, and a default option. In all of them, you can associate a tag and a group to route the call. 

Please follow the screenshots below.

Hello Widson,

Thank you for the clarification and for sharing the screenshots.

We have now tested this on our side by configuring a Default keypress option directly in the top-level IVR menu and routing it to Group A.

After testing, we can confirm that this works as expected:

• If the caller does not press any option in the initial IVR greeting menu, the Default route is triggered
• The call is routed to the configured default group
• The ticket is created with the group assigned
• The issue of tickets being created without an assigned group is no longer reproduced

Previously, the “Default” option was not visible/identified in our configuration flow, which is why this was blocking us and why we raised the feedback as a product gap.

Based on this finding, the main issue described in this feedback post appears to be addressed through existing IVR configuration by using:

• Keypress: Default
• Action: Group
• Routing group: Group A / fallback group
• Optional tag for reporting, such as ivr_no_selection

From our side, this feedback can be considered resolved as existing functionality for the main scenario of preventing unassigned tickets when callers do not choose an IVR option.

Thank you again for the guidance!

Hi ​@Aleksandar11 

I'm glad we were able to help!