This guide explains how to map CloudTalk call data to Zendesk ticket fields so that call information is stored in a structured way.
User level: Admin
Custom Field Mapping allows you to send selected CloudTalk call attributes directly into Zendesk ticket fields. Instead of storing call details only as internal notes, this feature writes them into structured fields on the ticket.
This is particularly useful if you want to track call performance metrics and build reports in Zendesk Explore using structured call data.
The mapping is applied automatically when a call ends.
If you previously used the Assign Call ID to custom ticket attribute option, your configuration has been automatically migrated to the Custom Field Mapping section.
Before You Start
Before configuring custom field mapping, make sure that:
Your Zendesk integration is already configured in CloudTalk
You have Admin access in both CloudTalk and Zendesk
The Zendesk ticket fields you want to use already exist
CloudTalk does not create Zendesk fields automatically, so you will need to prepare them in advance.
Where to Find Custom Field Mapping
To access this feature in CloudTalk:
In your Dashboard, go to Account > Integrations
Open your Zendesk integration
Scroll to the Custom Field Mapping section
Here, you can define how CloudTalk data is assigned to Zendesk ticket fields.
How Custom Field Mapping Works
Each mapping connects a CloudTalk attribute to a Zendesk ticket field.
When a call is completed, CloudTalk sends the selected data to Zendesk and updates the corresponding ticket fields.
A single mapping consists of:
External field: a Zendesk custom ticket field
CloudTalk attribute: a specific piece of call data
You can create multiple mappings to capture different types of call information.
Each mapping is configured by selecting a Zendesk field and assigning a CloudTalk attribute to it.
The mapped data is written to the Zendesk ticket created or updated based on your call export settings.
Creating Zendesk Ticket Fields
External fields used in mapping come from Zendesk. If you do not see any options in the dropdown, it usually means that no suitable fields have been created yet.
Only Zendesk custom fields with a text or number type are supported and will appear in the External field dropdown in CloudTalk.
To create them in Zendesk:
Go to Zendesk Admin Center
Navigate to Objects and rules > Tickets > Fields
Click Add field
Choose the field type and configure its name and settings
Save the field
For more detailed information about how ticket fields work and how to configure them, see the Zendesk guide on custom ticket fields.
Once created, these fields will become available in CloudTalk for mapping.
Available CloudTalk Attributes
You can map a range of call-related data, including:
Agent (name or email)
Call Started At
Call Ended At
Call Direction
Call Duration
Call Disposition
Wait Time
Recording URL
CloudTalk Call ID
The exact list may vary depending on your setup and enabled features.
Recommended Field Types for CloudTalk Data
To avoid issues, we recommend using the following field types for each CloudTalk attribute:
CloudTalk Attribute | Recommended Zendesk Field Type |
Agent | Text |
Call Started At | Text |
Call Ended At | Text |
Call Direction | Text |
Call Duration | Number |
Call Disposition | Text |
Wait Time | Number |
Recording URL | Text |
CloudTalk Call ID | Text |
Example:
A support team wants to track how long customers wait before speaking to an agent.
They create a Zendesk field called Wait Time (number type) and map it to the CloudTalk attribute Wait Time.
After each call, the ticket is automatically updated with the wait time value. This data can then be used to build reports or monitor service performance.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!