Zendesk
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With Zendesk connected, the agent recognises a caller whose phone number is on a Zendesk user, tells them the status of their latest tickets, opens a new ticket for a new problem and adds a reply to an existing ticket, all while the caller is on the line.
Open Integrations - Catalogue - Zendesk - Connect. One connection is shared by the whole company. On the agent, Zendesk is used through the Helpdesk tool, the same tool that serves Freshdesk.
What you need before you start
Section titled “What you need before you start”A Zendesk administrator creates the token:
- In Zendesk, open Admin Center - Apps and integrations - APIs - Zendesk API.
- Make sure token access is enabled, then on the API token tab click Add API token.
- Copy the token. Zendesk shows it only once.
You also need your subdomain (the part before .zendesk.com) and the email of a Zendesk agent. Tickets and replies the AI creates are made with that agent’s permissions, so prefer a dedicated agent account for Voice Logica.
What you enter
Section titled “What you enter”First setup
Section titled “First setup”-
Integrations - Catalogue - Zendesk - Connect
Enter the subdomain, agent email and API token.
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Test connection
Voice Logica signs in to Zendesk with these details. Fix any error before you continue.
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Connect
Your Zendesk users are then synced into Voice Logica every 15 minutes, so callers can be recognised without waiting on Zendesk.
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My Agents - your agent - Skills - Tools & Workflows
Turn Helpdesk on. Under Operations keep Look up contact by phone and Get recent tickets, and add Create ticket and Add ticket reply if the agent should write to Zendesk. Turn on Auto-identify caller on connect to look the caller up before the agent speaks, and Pre-fetch tickets on call start to load their tickets at the same time.
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Save the agent.
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Prove it
Call the agent from a phone number stored on a Zendesk user who has a ticket. Ask “What is happening with my ticket?” and you should hear its subject and status. Then report a new problem and check that the ticket appears in Zendesk.
What the agent can do
Section titled “What the agent can do”| Job | Operations |
|---|---|
| Know who is calling | Look up contact by phone; look up contact by name |
| Remember the caller | Link caller to contact: after the caller confirms a name match, their number is saved to that user so the next call is recognised at once |
| Answer “where is my ticket” | Get recent tickets for the caller |
| Log a new problem | Create ticket, with subject, description and priority; the caller’s number is used as the requester |
| Follow up | Add ticket reply to an existing ticket |
Create ticket and Add ticket reply write to Zendesk. They only run when you select them under Operations.
Troubleshooting
Section titled “Troubleshooting”Test connection fails
Zendesk rejected the credentials. Check, in this order:
- The subdomain is only the part before
.zendesk.com. - The agent email is the one that user signs in with, and the user is an active agent.
- The token was copied in full and token access is enabled under Admin Center - Apps and integrations - APIs - Zendesk API.
The agent reads tickets from Freshdesk instead of Zendesk
The Helpdesk tool uses one helpdesk per company. When both Freshdesk and Zendesk are connected, it uses Freshdesk. Disconnect Freshdesk on the Connected tab if Zendesk is your helpdesk.
The agent cannot create a ticket
Zendesk needs a requester for every ticket, and the agent uses the caller’s phone number. On calls with a hidden number there is no requester, so ticket creation fails. Also check that Create ticket is selected under Operations and that the agent was saved.