Turn phone calls into Zendesk tickets automatically
Connect AgentVoice to Zendesk and give your voice agents access to your Zendesk data during live calls. Agents look up existing tickets, check customer history, and create new tickets with full context while speaking naturally with the caller. Every phone interaction becomes a properly documented Zendesk ticket, ready for your team to action.
For support teams already running on Zendesk, this means your phone channel finally works like every other channel. Voice interactions create the same ticket types, follow the same routing rules, and appear in the same reporting dashboards as your email, chat, and messaging conversations.
What your agent can do
During the call
- Look up customer records. Search Zendesk by phone number, email, or name to pull the caller's profile, open tickets, and interaction history into the conversation.
- Check ticket status. Access the caller's open tickets and give real-time updates on what stage each one is in, who's assigned, and what the last response was.
- Query Help Center. Search your Zendesk Help Center knowledge base during the call to deliver accurate answers sourced from your published articles and FAQs.
After the call
- Create tickets. Generate new Zendesk tickets with subject, description, priority, tags, and custom fields populated from the conversation, so nobody has to enter the data by hand.
- Update existing tickets. Add internal notes, change status, update priority, or append conversation summaries to tickets the caller asked about.
- Apply routing rules. New tickets follow your existing Zendesk triggers, automations, and SLA policies, which assign them to the right group, tag them correctly, and set their priority automatically.
- Attach transcripts. Full call transcripts and AI-generated summaries are attached to the ticket so agents have complete context when they pick it up.
Use Cases
Phone-to-Ticket Automation
- Every support call creates a Zendesk ticket with the caller's issue, severity, and relevant account details captured during the conversation
- Tickets are tagged, prioritized, and routed through the same Zendesk automations that handle your email and chat tickets
- Support agents pick up tickets with full call transcripts and AI summaries, so they can resolve the issue without calling the customer back for details
Existing Ticket Follow-Up
- Customer calls about an existing ticket and the voice agent identifies them, pulls their open tickets, and provides a status update
- If the customer has new information to add, the agent appends it to the ticket as an internal note with a timestamp and summary
- The assigned support agent gets notified that the customer called, and the update stays on the original ticket with all its context
After-Hours Support Coverage
- Outside business hours, voice agents handle incoming support calls and create properly categorized Zendesk tickets for the morning team
- Urgent issues trigger high-priority tickets with immediate Slack or email notifications to on-call staff through Zendesk's notification rules
- The morning team starts their day with a queue of well-documented tickets that are already logged and ready to work