Aircall Help Center | Aircall-Zendesk: Call summary and key topics

With the Aircall-Zendesk integration and Aircall AI, users can automatically log Call Summaries and Key Topics to their Zendesk tickets. This helps your team quickly review call context and themes directly from Zendesk.

Important: Users must have Aircall AI in order to make use of this feature.

Enable Call Summary and Key Topic logging

To turn on Call Summary and Key Topics logging for Zendesk:

Steps:

Go to the Aircall Dashboard.
Navigate to Integrations & API > My Integrations.
Select your Zendesk integration.
Click the Settings tab.
Scroll to Zendesk Settings > Log Key Topics as.

Screenshot 2025-04-10 at 10.16.06 AM.png

Choose either Text or Tags to choose how your Key Topics are logged

Note: If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to Call Transcription and Key Topics logging will be disabled.

How Call Summary and Key Topics logging works

With Aircall AI, calls are:

Automatically summarized, and
Processed to identify key topics

When you use the Zendesk integration, these Call Summaries and Key Topics are logged directly to your Zendesk tickets.

Important: For Call Insights (Call Summary and Key Topics) to be generated, both of the following conditions must be met:
1. The call must be transcribed. See Missing transcription for calls or voicemails to understand why a call was not transcribed.
2. The in-call call duration must be over 1 minute.

Logging options: Text vs Tags

You can control how Key Topics are logged to Zendesk by selecting either Text or Tags under Log Key Topics as.

Text

When Text is selected, both the Call Summary and Key Topics shown in Aircall AI will be added as an internal note on your Zendesk tickets.

Important: By default, Key Topics will be logged as text unless you explicitly change the setting to Tags.

Ticket view

If you have enabled the Ticket view setting for your Zendesk integration, Call Summaries and Key Topics will still log to your tickets, but the visual layout will look slightly different.

Screenshot 2023-07-10 at 11.04.03 PM.png

Ticket view with Text

Ticket view with Tags

Important: Users must have Aircall AI in order to make use of this feature.

Enable Call Summary and Key Topic logging

To turn on Call Summary and Key Topics logging for Zendesk:

Steps:

Go to the Aircall Dashboard.
Navigate to Integrations & API > My Integrations.
Select your Zendesk integration.
Click the Settings tab.
Scroll to Zendesk Settings > Log Key Topics as.

Choose either Text or Tags to choose how your Key Topics are logged

Note: If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to Call Transcription and Key Topics logging will be disabled.

How Call Summary and Key Topics logging works

With Aircall AI, calls are:

Automatically summarized, and
Processed to identify key topics

When you use the Zendesk integration, these Call Summaries and Key Topics are logged directly to your Zendesk tickets.

Important: For Call Insights (Call Summary and Key Topics) to be generated, both of the following conditions must be met:
1. The call must be transcribed. See Missing transcription for calls or voicemails to understand why a call was not transcribed.
2. The in-call call duration must be over 1 minute.

Logging options: Text vs Tags

You can control how Key Topics are logged to Zendesk by selecting either Text or Tags under Log Key Topics as.

Text

When Text is selected, both the Call Summary and Key Topics shown in Aircall AI will be added as an internal note on your Zendesk tickets.

Important: By default, Key Topics will be logged as text unless you explicitly change the setting to Tags.

Ticket view

If you have enabled the Ticket view setting for your Zendesk integration, Call Summaries and Key Topics will still log to your tickets, but the visual layout will look slightly different.