Zendesk integration updates

Aircall has introduced several enhancements to the Zendesk integration, improving both functionality and user experience. These updates include more flexible assignment rules, customizable insight cards, enhanced ticket views, and expanded messaging support. 

Assignment rules

Create assignment rules to assign Zendesk tickets to specific agent groups or agents based on the interaction type and Aircall number.

Rules can be based on:

1. All interactions

2. Inbound calls or messages

3. Outbound calls or messages

4. Missed calls, with or without voicemail

Assign each interaction type to one or more Aircall numbers, then select the Zendesk agent group and, optionally, an agent within that group.

Important considerations:

• Selecting a specific agent/user in the agent group is optional.

• Once a rule is added, tickets created or updated from calls or messages handled by a mapped Aircall number are assigned to the mapped group or agent, instead of the handler’s default Zendesk group.

• With Log new calls/messages in previous ticket enabled in Ticket workflow settings, calls or messages are added to the customer’s most recently updated ticket assigned to the mapped group or agent. If none exists, a new ticket is created.

• If the number has no mapping, tickets are assigned to the handler and their default Zendesk group, provided their Aircall and Zendesk email addresses match. Updates are added to the customer’s most recently updated ticket, regardless of its group.

• Each call or message type can be mapped to one or more connected Aircall numbers.

• If a number is mapped to both a Zendesk brand and an agent group or agent, new tickets receive both assignments. Both mappings are used when updating tickets.

• Existing missed-call rules appear in the enhanced settings as Missed call (with or without voicemail).

Multi Brand Mapping 

Customers using Zendesk Support to manage multiple brands can use the Brand Mapping setting to link Zendesk brands to specific Aircall numbers. Calls and messages from these numbers are assigned to the mapped brand when creating or updating tickets.

Customers can create mapping rules for different brands. Multiple Aircall numbers can be mapped to one brand, and multiple rules can be added.

Important considerations:

• Once a mapping is added, tickets created or updated from calls or messages handled by a mapped number are assigned to the specified brand instead of the default Zendesk brand.

• If Log new calls in previous ticket is enabled in Ticket workflow, Zendesk updates the customer’s most recently updated ticket with the mapped brand. If none exists, it creates a new ticket with that brand. If several match, the most recently updated ticket is used.

• If a number has no brand mapping, new tickets use the default brand. Updates are made to the customer’s most recently updated ticket, regardless of its brand.

• Each Aircall number can be mapped to only one brand, but multiple numbers can share the same brand. Only numbers linked to the integration are available for mapping.

Outbound Call logging in Zendesk tickets via Aircall CTI

Outbound calls are now logged in the Zendesk ticket from which they were initiated. Call details, including the transcription and AI insights (if enabled), will be added to that ticket.

The outbound call settings under Ticket Workflow and New Ticket Status no longer apply. Calls are logged in the originating ticket, regardless of its status.

To ensure call logging works:

1.  Select the phone number using the call option in the ticket notes.

2. Then place the call through the Aircall CTI.

Calls made by manually entering or dialing a number in the Aircall CTI will not be logged. If you switch tickets, the call will be logged in the ticket from which you select the number.

Log IVR Selection

• The Zendesk integration now records IVR selections in tickets. In Zendesk Settings, choose whether to save the IVR title, key and branch as tags, notes or not at all. The default is Tags.

• IVR details are added to Zendesk tickets as tags or notes, depending on the selected setting.

• Tags identify each detail as a title, branch or key.

• If a title, branch or key is unavailable, notes show Not available and no tag is added.

• For nested IVRs, each title, branch and key is added according to the selected setting.

External Call Transfers 

External transfers from an Aircall number are now logged in the Zendesk ticket with the external number, keeping customers informed.

Enhanced Agent Status Sync 

Aircall–Zendesk agent status sync now lets customers select an agent’s Zendesk status during an Aircall call. See Aircall Zendesk agent status sync for details.

Customizable insight cards for contacts

Insight Cards for contacts can now be customized directly from the Integration Settings page in the Aircall Dashboard. Users can choose whether to display custom insight cards and select up to five contact details to show.

Tip: Customizing insight cards helps highlight the most relevant contact information for your team.

New ticket view option

Leveraging Zendesk’s Public API (TPE V2), Aircall can now display information about standard call fields within each ticket. In the Integration Settings page, users can decide which fields to show to provide additional call context.

Available fields

Agent, Call Started At, Call Ended At, Completion Status, Direction, Duration, From Line, Outside Business Hours, Overflowed To, Recording URL, To Line, Voicemail, Wait Time, DNIS, Call Type, IVR Time Spent, Call Disposition, Transcript, and External ID.

The selected fields will appear directly in the corresponding Zendesk ticket.

Important: To use this feature, ensure that the Agent Workspace is enabled in Zendesk and that you have access to a Talk Partner Edition (as a standalone license or through the Zendesk Suite).

Improved Zendesk settings

With the updated integration, users can now choose what appears for each Inbound and Outbound call:

• The ticket
• The contact history
• Or nothing

Note: You must use the Aircall CTI within Zendesk for this feature to function properly.
For setup guidance, visit: How to Configure Your Aircall CTI Within Zendesk

Users can also decide whether the ticket title should update after each call. For example, if a ticket was created for an inbound unanswered call, and later updated from an outbound answered call, the ticket title will reflect the new call status.

Note: The Ticket should be created setting applies only to calls, not to messages sent or received outside business hours as well as Calls handled purely by AI Voice Agent.

WhatsApp and MMS  logging

The Aircall-Zendesk integration now supports logging WhatsApp messages (text and media files) as well as MMS into Zendesk tickets. Users can configure, via the dedicated integration settings for the WhatsApp and SMS/MMS channel, whether inbound and outbound messages should:

• Be logged in a new ticket, or
• Be added to an existing ticket

Users can also define the ticket status when these messages are logged. These options can be configured through the Ticket Workflow and New Ticket Status settings.

Tip: Enabling WhatsApp message logging ensures all customer interactions are captured in Zendesk for a complete communication history.

AI Voice Agent Calls Logging 

Aircall - Zendesk Integration Supports logging of both Inbound and Outbound Calls handled by AI Voice Agent. 

When using the Voice Agent, Inbound or Outbound calls can follow two possible paths:

• Voice Agent only: The Inbound or Outbound call is handled entirely by the Voice Agent without transfer.
• Voice Agent → Aircall user: The Voice Agent transfers the Inbound or Outbound call to a human Aircall user or Outbound call is transferred externally. 

In both cases, calls are logged in Zendesk  as inbound or outbound handled calls to ensure accurate reporting and visibility.

AI Voice Agent Calls, will be logged as internal note or voice comment based on whether Ticket View setting is enabled or disabled in integration settings. 

Voice Agent only (Inbound and Outbound) 

For calls handled entirely by the Voice Agent:

• Calls are logged as inbound or outbound calls handled by AIVA
• It is immediately clear from the log that the call was handled by the Voice Agent.
• Voice Agent notes are included and are easily distinguishable from other notes.

Note: If an outbound call is unanswered, it will be logged as a Voice Agent handled call only.

Voice Agent → Aircall user

When an Inbound or Outbound call is transferred from the Voice Agent to a human Aircall user or Outbound call is transferred externally , logging depends on whether the transfer is answered or missed in case of Inbound and answered in case of Outbound. 

Answered transfer (Inbound and Outbound) 

If the agent answers the transferred call, it is logged as an inbound or outbound answered call. For reporting clarity:

• The title includes both the Voice Agent and the human Aircall user's number name.
• Notes from both the user and the Voice Agent are logged
• Tags indicate it was a Voice Agent call, alongside any user tags.

Inbound - Missed transfer

If the agent does not answer the transferred inbound call, it is logged as a missed call, but still marked as a Voice Agent transfer. The log will include:

• A title showing that the call was transferred by the Voice Agent.
• Notes from the Voice Agent.
• The recording of the call.
• Tags showing it was a Voice Agent call.

Inbound - Missed transfer to voicemail

When a transferred Inbound call is not answered by the agent and the caller leaves a voicemail, Aircall records it as a Voicemail while maintaining its Voice Agent transfer status in the call log.

What appears in the call log

The call log for a missed transfer that results in voicemail includes:

• Title indicating the call ended in voicemail after being escalated by the Voice Agent
• Notes added by the Voice Agent
• Voicemail recording from the caller
• Tags showing that it was a Voice Agent call

Outbound - Unanswered Transferred 

If an AI Voice Agent's outbound call is transferred to a human Aircall user or team and goes unanswered, it will be logged as an Outbound Unanswered call, including the Voice Agent and User/Team details.

The log will include:

• A title showing that the call was transferred by the Voice Agent as well as Aircall User's number name or team name. 
• Notes from the Voice Agent.
• The recording of the call.
• Tags showing it was a Voice Agent call.

Outbound - Transferred Externally 

When an AI Voice Agent's outbound call is transferred externally, it is logged as an outbound call transferred to an external number, showing the voice agent's name and the external number.

The log will include:

• A title showing that the call was transferred by the Voice Agent externally along with external number.
• Notes from the Voice Agent.
• The recording of the call.
• Tags showing it was a Voice Agent call.