After-hours incident intake
It creates tickets with the problem description, appropriate priority, and assignee, following your support rules.
Zendesk Integration with AI Voice Agents
Connect Voice Logica with Zendesk and organise phone requests within your helpdesk.
The AI Voice Agent identifies callers, finds existing tickets, and records new requests with a description, priority, and assignee. It also adds replies and internal notes and updates ticket statuses, around the clock.
From phone conversation to organised ticket
Phone calls often require history searches, notes, and manual helpdesk entry afterwards. Information can be lost, while customers may need to explain the same problem again.
The Zendesk integration allows the AI Voice Agent to use the caller’s history and document the interaction during or immediately after the conversation, following your support process.
What can the Zendesk integration do?
Identify callers and retrieve their history
It looks up the contact by phone number, checking both phone and mobile fields. It retrieves the contact record and their 10 most recently updated tickets.
Create complete tickets
It creates a ticket with a subject, detailed description, and call summary. It sets the requester using a phone number or email address, includes a display name, assigns a priority from low to urgent, and sets an initial status of open or pending, with optional immediate assignment.
Add public replies and internal notes
It adds public replies that are emailed to the requester or private internal notes visible only to your team.
Update ticket statuses
It changes a ticket’s status according to the conversation’s outcome and your rules, such as when a customer confirms a resolution or needs to provide additional information.
Find tickets and assignees
It retrieves full ticket details and ticket lists to answer progress enquiries. It also looks up available Zendesk agents for request assignment.
Combine call analysis and escalation
It can optionally use call analysis to generate summaries, sentiment detection to adjust priorities, and smart call transfers when human support is needed.
From a repeat call to targeted follow-up
A customer calls again about an unresolved issue. The AI Voice Agent finds the contact and recent tickets to use the history already recorded.
Depending on your process, it updates an existing ticket or creates a new one with the relevant context, sets the priority and assignee, and sends a written update through a public reply. If needed, it transfers the call to a human.
Key use cases
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Instant request progress updates
It identifies the caller and searches for relevant tickets, even if they do not know the ticket number. It reports the status and can add a note about the new interaction.
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Updates after resolution
When the customer confirms that the problem has been resolved, it updates the ticket status and adds the relevant reply, following your workflow.
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Peak call volume management
It records requests during busy periods with a summary, requester details, and priority, giving your team organised tickets for follow-up.
Benefits for your support team
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Less manual entry
Turn call content into tickets, replies, and notes.
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Better service continuity
Use the caller’s history and reduce the need to repeat information.
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Organised assignment
Set the priority, status, and assignee when a request is created.
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Request intake, 24/7
Maintain a consistent support process during and outside business hours.
How to get started
Getting connected takes just a few steps:
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In Zendesk, open Admin Center → Apps and integrations → APIs and generate an API token.
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Open Artificial Intelligence → Integrations in Voice Logica and add the Zendesk integration.
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Enter your Zendesk subdomain, Zendesk agent email address, and API token.
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Enable the Zendesk toolset for your AI Voice Agent.
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Optionally, combine call analysis and sentiment detection so summaries and priorities are recorded automatically according to your rules.
Your AI Voice Agent is now ready to find and manage phone requests in Zendesk.
Frequently asked questions
Is a ticket created for every call?
You decide. The Agent can create tickets during or after the call or answer questions using existing tickets.
Can a ticket have a priority and assignee from the start?
Yes. It can be created with a priority from low to urgent, an initial status of open or pending, and an immediate assignee. Optionally, sentiment detection can trigger escalation based on your rules.
What can the customer and my team see?
Public replies are emailed to the requester. Private internal notes remain visible only to your team, while the ticket description can include the call summary.
Can it find a request without a ticket number?
Yes. It can identify the contact by phone number and retrieve their 10 most recently updated tickets to find the relevant request.
Connect your phone support with Zendesk
Discover how the integration can work for your team, with caller recognition, request updates, and organised records of phone conversations.
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