Turn Dialpad voicemails into triaged Zendesk tickets

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.