Please have all missed calls create a ticket. Currently if a customer has an open and assigned ticket the missed call notification simply adds to that ticket. This means only that advisor can see the missed call and act on it, and while it most likely relates to that issue, it also may not.

It would be better to simply have a missed call ticket get created so any advisor in the team can action it when they see it and then can just merge it into the existing ticket if it is related.