# Zendesk

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.

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    src="/assets/integrations/zendesk.png"
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    alt="Connect Zendesk dialog with Subdomain, Agent email and API token"
    capture="Connect Zendesk dialog."
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## What you need before you start

A Zendesk administrator creates the token:

1. In Zendesk, open **Admin Center - Apps and integrations - APIs - Zendesk API**.
2. Make sure token access is enabled, then on the **API token** tab click **Add API token**.
3. 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

- **Subdomain** (required) — Only the subdomain, not the full address.
- **Agent email** (required) — The email the Zendesk agent signs in with.
- **API token** (required) — The token from Admin Center.
- **Account label** — Under **Advanced settings**. A name for this connection on the **Connected** tab.

## First setup

1. **Integrations - Catalogue - Zendesk - Connect**

   Enter the subdomain, agent email and API token.

2. **Test connection**

   Voice Logica signs in to Zendesk with these details. Fix any error before you continue.

3. **Connect**

   Your Zendesk users are then synced into Voice Logica every 15 minutes, so callers can be recognised without waiting on Zendesk.

4. **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.

5. **Save** the agent.

6. **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

| 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

**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.

## Next Steps

[Get an integration working](https://docs.voicelogica.ai/integrations/) - company connection, then the agent tool.  
[Tools & Workflows](https://docs.voicelogica.ai/agent-configuration/built-in-tools/) - where the Helpdesk tool is turned on.  
[Freshdesk](https://docs.voicelogica.ai/integrations/crm/freshdesk/) - the other helpdesk behind the same tool.  
[Salesforce](https://docs.voicelogica.ai/integrations/crm/salesforce/) · [HubSpot](https://docs.voicelogica.ai/integrations/hubspot/) - CRM connections.