Zendesk — Integration

Overview

Create and update Zendesk tickets from VoiceLink calls. Auto-attach recording/transcript links and display live call status in the ticket sidebar.

Capabilities

• Auto-create tickets with requester/org match by phone

• Attach signed links to recordings and transcripts

• Public/private comments with IVR branch and disposition

• Sidebar widget for live status and controls (pause/resume recording)

1. 1

   Step 1

   Create an OAuth client or API token in Zendesk Admin.

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2. 2

   Step 2

   In VoiceLink → Integrations, select **Zendesk** and enter your subdomain and credentials.

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3. 3

   Step 3

   Map call fields to ticket fields (priority, group, tags).

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4. 4

   Step 4

   Install the VoiceLink sidebar app manifest.

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5. 5

   Step 5

   Make a test call; verify ticket creation and sidebar updates.

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Limitations

• Attachments are linked, not uploaded, to preserve storage policies and access control.

• Zendesk triggers/macros may override mapped fields; adjust order accordingly.

FAQs

Pricing