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Incident report by phone: what happens after the call?

Exactly what happens when a customer reports an incident – from the call to the finished ticket. Explained step by step.

02/03/2026approx. 2 min readDTK Workflows Editorial
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Table of contents

Incident report by phone: what happens after the call?

A customer stands in front of your machine and something is not working. They call the number on the device. But what actually happens next? Here we explain the process – step by step, without technical jargon.

Step 1: The call is answered

The customer calls and is connected immediately. No hold queue, no "press 1 for...". A voice agent answers in a friendly manner and asks what happened.

This works around the clock, including nights and weekends.

Step 2: The agent asks targeted questions

To make the report useful, the agent asks a few simple questions:

  • What happened? – "The machine won't accept notes."
  • Where exactly? – "In the shop on High Street 12."
  • Who is reporting? – "My name is Miller."
  • How can we reach you? – "On this number."

The customer answers in plain language. No form, no spelling out ticket numbers.

Step 3: The report is classified

The answers automatically produce a structured report. The system recognizes whether it is a minor issue or something urgent:

  • Urgent – Machine completely down, access blocked, safety issue. Immediate notification to the responsible technician.
  • Normal – A single function is impaired but the operation continues. Ticket is created and added to regular processing.
  • Low – Dirt, cosmetic issue, a wish rather than a fault. Collected and handled in batches.

Step 4: You are informed

Depending on urgency, you receive the report in different ways:

  • Immediately as an SMS or push notification for urgent cases
  • As an email summary in the morning for everything else
  • Available at any time in your ticket overview

Why this is better than a regular hotline

With a traditional hotline, your staff must answer the phone, listen, take notes, decide and forward. This takes time and is error-prone.

With a voice agent, all of this happens automatically. The report arrives at your end structured, prioritized and documented – whether it is 10 am or 3 in the morning.

And your customer? They simply made a short call and feel heard. Exactly as it should be.