This article explains how to connect Zendesk with CloudTalk, configure advanced call export rules, and install the CloudTalk CTI so your team can call directly from Zendesk.
User Level:
Admin
Looking for usage guidance?
See Using CloudTalk with Zendesk guide to learn how calls, tickets, and contacts behave after setup.
Before You Start
Make sure you have the following:
An active CloudTalk account with Admin access
An active Zendesk Support account with Admin permissions
Access to Account > Integrations in CloudTalk
Permission to install apps from the Zendesk Marketplace
Permission to manage API integrations in Zendesk
The email address used in CloudTalk must exactly match the email address used in Zendesk. Otherwise, automatic ticket assignment will not work correctly.
Integration Overview
You can set up your Zendesk integration in three ways:
Only the data integration / synchronization
Only the CTI
Both (recommended)
The CloudTalk + Zendesk data integration will synch all existing Zendesk data (contacts, tickets, emails, etc.) to CloudTalk, and vice versa. This will allow your agents to have a comprehensive understanding of their customers without having to open multiple systems.
Our CTI integration lets agents use our CloudTalk softphone to make and recieve calls directly from Zendesk, saving time and energy.
Connect Zendesk to CloudTalk
In the Dashboard go to Account > Integrations in the left menu.
Hover over the Zendesk integration and click
+Add.
Enter your Zendesk domain.
You will be redirected to a Zendesk login page to log into your account. Select Authorize and follow the authorization flow.
Integration Customization
After successful authorization, you will be redirected back to your CloudTalk dashboard, where you can configure how calls, contacts, tickets, SMS, and VoiceAgent data are exported to Zendesk.
The integration settings are divided into the following sections:
General Settings
Caption
Customize the name of this integration instance
Contact’s tag
Define a tag that will automatically be added to contacts synchronized from Zendesk
Synchronize Zendesk tickets
Enable this option to activate ticket synchronization between Zendesk and CloudTalk.
Call Export Settings
In the Call export settings section, you can configure how calls are logged, assigned, and enriched inside Zendesk.
Choose when calls should be logged based on your Business hours policy.
You can select how CloudTalk should handle calls in relation to your configured business hours. For example, if you choose Log all calls, every call will be exported regardless of time.Create new contacts in Zendesk for unassociated call numbers.
When enabled, CloudTalk will automatically create a new Zendesk contact if a call is made to or received from a number that does not exist in Zendesk.Import assigned agent of last active ticket as contact’s preferred agent.
When enabled, CloudTalk will assign the Zendesk agent from the most recent active ticket as the preferred agent for that contact in CloudTalk.Assign Call ID to custom ticket attribute.
You can select a Zendesk custom ticket field where the CloudTalk Call ID will be stored.Choose how call data is exported as internal notes.
You can enable one or more of the following options:
Export entire call as internal notes
When enabled, all call details (notes, metadata, links, and recordings) are added as internal comments in Zendesk.Export only recording and customer links as notes
When enabled, only the call recording and CloudTalk contact link are exported as internal notes.Export only call notes as internal notes
When enabled, only the agent’s call notes are exported as internal comments.Internal notes are not visible to customers.
Enable VoiceAgent call logging.
When enabled, VoiceAgent calls are exported to Zendesk and labeled accordingly. You can also choose how VoiceAgent tickets are assigned using the Assign VoiceAgent calls to dropdown.Add call recording and transcript to ticket.
When enabled, CloudTalk uploads the call recording and transcript to the Zendesk ticket as a voice comment.Important: Whether a recording or transcript is exported depends on your Call Export Workflow Settings.
If a call type is configured not to be logged (for example, outbound unanswered), its recording and transcript will not be exported.
Advanced Call Export Rules
You can configure export behavior separately for each call type. Each tab allows you to define how that specific call type is logged in Zendesk.
Per Call Type Settings
Export Behavior
Choose Strategy for logging calls to tickets. This setting lets you decide how CloudTalk should log calls into Zendesk tickets. You can choose from three options:
Create new ticket: A new Zendesk ticket will be created for every new call made or received in CloudTalk.
Add to last modified Open ticket: The call will be added as an internal note on the most recently updated Open ticket associated with the contact. (Ticket fields and status are not changed directly, but Zendesk automations may trigger other updates.)
Do nothing: Calls will not be logged into Zendesk tickets.
This gives you flexibility to control whether each call creates its own record, is grouped with ongoing conversations, or is not logged at all.
If Add to last modified Open ticket is selected and no open ticket exists, CloudTalk automatically creates a new ticket using the configured type, status, priority, and assignment settings.
When logging to an existing ticket, the type, status, priority, and assignment settings do not apply.
Ticket Creation Timing
This option is only available for inbound answered and outbound answered calls.
Select whether CloudTalk should create a Zendesk ticket when the call is answered or when the call ends. You can choose between two options:
Answered: A Zendesk ticket is created immediately when the call is picked up. When the call ends, CloudTalk adds a second internal note that includes call notes and tags.
Ended: A Zendesk ticket is created only after the call finishes, containing all call details in a single note. If an agent later edits call tags or notes in CloudTalk > Call History > Call Details while the Zendesk ticket is still open, CloudTalk automatically adds a new internal note with the updated information.
This setting gives you flexibility: for example, if your team wants to see tickets appear in Zendesk right away or trigger Zendesk workflows as soon as a call starts, use the Answered option.
Ticket Properties (Applied When Creating a New Ticket)
These settings apply only when a new ticket is created.
With type: Select the Zendesk ticket type (e.g., Problem, Incident, Task).
With status: Select the Zendesk ticket status (e.g., New, Open, Pending, Solved).
With priority: Select the Zendesk ticket priority (Low, Normal, High, Urgent).
Assignment Rules
Use the Assign to setting to control how tickets created for this call type are assigned in Zendesk.
You can choose from the following options:
Automatic assignment
The ticket is assigned to the Zendesk user whose email address matches the CloudTalk agent who handled the call.
The Zendesk group is assigned automatically based on the group the agent belongs to at the time of call export.
Assign to user
All tickets created for this call type are assigned to a specific Zendesk user that you select.
Assign to group
All tickets created for this call type are assigned to a specific Zendesk group that you select.
Connected Numbers (for Calls)
Use this setting to control which CloudTalk numbers export calls to Zendesk.
When you select one or more numbers in the Connected Numbers (for Calls) field:
Only calls made or received through the selected numbers will be exported to Zendesk.
Calls from other CloudTalk numbers will not be logged.
If no numbers are selected, calls from all CloudTalk numbers will be exported according to your configured call type rules.
Number Overrides (for Calls)
Use Number Overrides to apply different call export rules to specific CloudTalk numbers.
When a number override exists, it takes priority over the global call type settings.
Workflow Settings for SMS
Use this section to control how SMS messages are logged in Zendesk.
Export SMS to Zendesk enables or disables SMS synchronization.
Log inbound SMS creates a Zendesk ticket for incoming messages, using the selected ticket status and type.
Log outbound SMS creates or updates a Zendesk ticket for outgoing messages, using the selected ticket status and type.
This allows you to define how SMS conversations appear in Zendesk and how they move through your support workflow.
When you're done making changes, click Save settings to start synchronization, and don’t forget to toggle Active on. You can update integration settings at any time from the integration settings page in your CloudTalk dashboard.
Install CloudTalk CTI
Our Zendesk CTI supports both inbound and outbound use cases. SMS messaging is also available through the Messages section of the CTI.
Steps from Zendesk
Navigate to the Zendesk marketplace and search for CloudTalk.
Select the CloudTalk for Support app. Install.
Select which Zendesk account you would like to install the app to and select Install. (If relevant, make sure this is the same account for which you set up your data integration.)
Optional: Choose whether to enforce security restrictions on your integration by assigning groups or user roles that can access this integration instance. Select Update to finalize.
You can update these settings anytime from your Zendesk admin portal:
{yourZendeskDomainName}.zendesk.com/admin/apps-integrations/apps/support-apps
Once the CloudTalk for Support app is installed, you will see the CloudTalk logo in the toolbar. Select this logo to log into your CloudTalk Phone if it is your first use, or if you were previously logged in somewhere else.
You may need to allow microphone permissions on your browser.
During the initial setup, you can select the options for how you want your CloudTalk Phone to behave within Zendesk.
When signed in, your CloudTalk Phone is ready to use within Zendesk.
Already using data sync only?
If you previously enabled only the data integration and now want to add the CTI, you do not need to reinstall the Zendesk integration.
The data integration and CTI are independent. Simply follow the steps in the Install CloudTalk CTI section above to activate the CTI.
Disconnect or Remove the Integration
If you no longer wish to use Zendesk with CloudTalk, follow these steps to remove it:
Log in to your CloudTalk Dashboard and navigate to Account > Integrations from the left-hand menu.
Locate the Zendesk integration and click Cofigure.
Scroll down and click Delete Integration.
To confirm, type
DELETEwhen prompted and click Delete again.
Your Zendesk integration will now be removed from CloudTalk.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!