Create Tickets from Teams Voicemail

[Nick Thoman]

I am trying to create tickets in Service Desk that are from Voice Mail messages created from a Teams Call Queue. It works fine if the VM is left from an internal caller. However, if the call is from an external caller the ticket will fail to get created because the email address is invalid. For instance the FROM address will be the Caller's phone number from callerID instead of an email with an @ address.

From: "CallerID Name" <+1 xxxxxxxxxx>

[Nick Thoman · Accepted solution]

We got around this issue by creating a new mailbox called HelpDeskVoicemail and then had the Call Queue send the voicemail to that User\Mailbox. That voicemail account does need a Teams EV license. We then created a System Incoming Mail Handler to check that mailbox and set the Default Reporter Value. Works like a charm.