The Zendesk Sell integration allows Aircall users to automatically log call activity and manage customer interactions directly in Zendesk Sell. This article explains how to install and configure the integration to ensure accurate data syncing between both platforms.

Important: Before installing the integration, make sure that:

• You have Admin rights in both Aircall and Zendesk Sell.
• You are signed in to both platforms.
• All Aircall users use the same email address for both Aircall and Zendesk Sell accounts.

If email addresses differ, call information will not log correctly in Zendesk Sell.

Install the Zendesk Sell integration

Steps:

  1. Log in to your Aircall Dashboard > Integrations & API.
  2. Find and click Zendesk Sell.
  3. Click Install integration to begin the setup process.
  1. When prompted, click Authorize to connect Aircall with Zendesk Sell.
  1. Under Select numbers, click Add numbers.
  1. Choose the phone numbers you want to link with Zendesk Sell, then click Confirm.
    • You can use the search bar to find specific numbers.
  1. Click Add numbers again to confirm your selection.
Note: You can skip selecting numbers during installation, but at least one number must be added for call activity to log in Zendesk Sell. You can add or remove numbers later from the Aircall Dashboard.
  1. Click Authorize, then Finish to complete the installation.
  1. After setup, you will be redirected to your integration settings page to finalize configuration.

Configure your integration settings

Once installation is complete, you can customize the behavior of your integration within the Aircall Dashboard. The settings page contains two main sections: General and Settings.

General

In the General section, you can:

  • Activate or deactivate the integration at any time.
    • When inactive, call logging and data syncing are paused.
    • Calls made during inactivity will not retroactively log once reactivated.
  • Rename the integration for easier identification.
  • Add or remove numbers linked to the integration.
    • Connected numbers will log calls according to your chosen settings.
    • Numbers not connected will not log call data.
Tip: Use the Inactive state to temporarily pause the integration without uninstalling it.

Settings

The Settings section allows you to define how call activities and data are managed in Zendesk Sell.

Call outcome

  • For every call, Aircall creates a call activity in Zendesk Sell.
  • You can choose the Call Outcome that will be recorded for each activity.

Zendesk Sell settings

Customize how Aircall data interacts with Zendesk Sell:

  • Choose what happens when a new number or contact is not already saved in Zendesk Sell:
    • Create a new Contact
    • Create a new Lead
    • Do nothing
  • Define the Owner of a call activity when no owner is found.
    • This can be assigned to any Zendesk Sell user on your account.
  • Decide whether the Call Outcome should sync with the Tag used during the call.
  • Choose whether to add Tags to the call activity if they do not match an existing Call Outcome.

Once configured, all selected Aircall numbers will automatically log call activity and details in Zendesk Sell based on your chosen settings.