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How do I use CloudTalk with Zendesk?
How do I use CloudTalk with Zendesk?

Boost your customer experience by bringing call centre features to your Zendesk account.

Monika Machová avatar
Written by Monika Machová
Updated over a week ago

In this article, we will show you how to use Zendesk together with CloudTalk to easily initiate calls and access customer information.

If you prefer video setups, here's an instruction video on Zendesk + CloudTalk - Integration Overview:

Easily open caller's profile before picking up the call

When receiving a call, you can access the caller's Zendesk profile with a single click even before picking up the call. Based on the information stored including notes, files and previous calls, you can provide better and more accurate service.

All the calls are automatically logged into the customer profile, this includes:

  • call recording

  • call date

  • duration

  • agent's name

By adjusting the integration settings within the CloudTalk Dashboard, you can set the customer profile link and call recording and/or agent notes to log as internal notes for the agent or admin, so that the customer cannot view these.

Outbound call logged as a ticket

All phone numbers will be converted into a clickable format and you can easily initiate calls with a single click.

To categorise your inbound calls and leads, add customised tags during or after the call. After clicking Done, your call will be logged as a ticket in Zendesk.

After clicking the Ticket detail, you can see all additional information, such as:

  • the agent's name

  • call date

  • call duration

  • call recording.

Missed call & voicemail logged as a ticket

When having a missed call or voicemail, you can access it in the section Tickets.

In Detail, you will find information like call date and waiting time, or you can listen to the voicemail.

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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